Customer Service Associate

This Customer Service Associate supports global customers by managing moderately complex orders, inquiries, and service issues within a manufacturing environment. This role works closely with internal teams across multiple regions—including manufacturing, supply chain, logistics, quality, and sales—to ensure accurate order fulfillment and high customer satisfaction. The Level 2 Associate operates with greater independence than entry-level roles and serves as a reliable resource for problem resolution and process adherence across global operations. Manage customer accounts and inquiries related to global orders, deliveries, pricing, and service issues Support the full order lifecycle, including order entry, order changes, lead times, production status, shipping coordination, and invoicing Communicate with global manufacturing plants, planners, and logistics teams to resolve order-related issues Handle moderately complex issues such as backorders, partial shipments, delivery delays, and product substitutions Assist with aftermarket support, including returns, warranty claims, and RMA coordination Support international shipments by coordinating required documentation and following established export and trade compliance procedures Accurately document customer interactions, transactions, and resolutions in ERP and CRM systems Escalate complex, high-risk, or urgent issues to senior team members or leadership as appropriate Adhere to global customer service processes, policies, and service-level expectations Contribute to continuous improvement efforts by identifying recurring issues and process gaps