Customer Service Representative

Fontana – Frankfort, IN

Our employees are the reason for our success

Position Summary

The Customer Service Representatives role is to promote and maintain the best possible relationship with new and existing customers. Acts as a liaison between customers, plants, and sales staff. Continuous improvement of processes and products are an on-going function of the position.

Position Responsibilities Include But Are Not Limited To:

  • Handles communication with customers and sales staff in dealing with inquiries and quotations, routing and scheduling of regular and special orders, specifications, prices, shipping dates, and other similar matters.
  • Alerts supervisor on special items or purchasing circumstances. Defers unmanageable customers to supervisor, as needed.
  • Works to maintain an excellent rapport with customers, including timely and accurate information processing.
  • Communicates to supervisor any significant changes and developments in customer and sales relations for evaluation and action where necessary to meet sales goals and objectives.
  • Stays informed of customer needs and contacts the customers in case of any potential delays.
  • Defers unmanageable customers to supervisor.
  • Keeps phone conversations at professional level.
  • Coordinates the contact with the customer and engineering on all new items received that require approval of any exceptions to the customer print.
  • Ensures lead time given to customer is current with plant lead time or obtains approval for any deviation.
  • Works with shipping to ensure proper quantities are entered for production.
  • Verifies information in sales order acknowledgement, ensuring all information entered is correct.
  • Follows through with the order to ensure timely delivery.
  • Requests samples from customer of parts in question.
  • Prepares required reports on any special parts where quantities have changed from initial forecast and alerts production control of decrease or increase.
  • Alerts production control, product design, quality assurance and warehouse personnel when First Piece Approval has been obtained on a new part.
  • Ensures customer download has been changed for delivery or quantity and alerts shipping coordinators and production control of changes.
  • Other duties as assigned by manager
  • Qualifications-Education/Experience

  • High school diploma, GED or equivalent
  • 3+ years experience in a customer service role
  • Automotive industry experience
  • Strong - verbal and written communication skills, customer service aptitude and attitude
  • Flexibility, adaptability and the ability to work in a fast-paced environment
  • Proficient in Microsoft Office software
  • Preferred:
  • Post high school education
  • Knowledge of fastener industry
  • Prior experience supervising employees may be helpful
  • Experience using Google for Work
  • Travel Requirements


    We consider all applicants without regard to race, color, religion, national origin, sex, age, sexual orientation, marital status, handicap, genetic infiltration, disability or status as a veteran. Fontana reserves the right to require a drug screening at any time during the employment process.

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