Senior Customer Service Representative

Responsibilities

• Process customer transactions accurately, including quotations, purchase orders, deliveries, returns, and related documentation. 

• Conduct Contract Reviews for all customer purchase orders in compliance with HFS procedures and policies. 

• Coordinate and manage large RFQ spreadsheets across multiple HFS sites in collaboration with Product Management. 

• Prepare competitive and profitable customer quotations aligned with company objectives. 

• Build and maintain strong, long-term customer relationships to ensure satisfaction and business growth. 

• Manage daily customer communications (email and phone), ensuring timely and professional responses. 

• Liaise closely with the Sales team and cross-functional departments including Product Management, Shipping, Planning, Engineering, Quality, and Credit. 

• Maintain accurate and organized customer files and documentation. 

• Coordinate goods delivery and provide shipping notifications to CSSR upon customer confirmation. 

• Support Accounts Receivable follow-up by reviewing A/R reports and contacting customers regarding payment status, including past-due invoices. 

• Update backlog data in the system in coordination with the CSSR team and manage shipping schedule changes with customers. 

• Maintain and update quotation tracking records. 

• Perform high-volume data entry with strong attention to detail. 

• Lead and guide the CSR team to ensure operational efficiency and service excellence. 

• Ensure compliance with company policies and procedures. 

• Proactively support initiatives to grow HFS business. 

• Undertake additional responsibilities as assigned by the Sales Manager.

Qualifications

• Inside Sales/Customer Service experience required, preferably in a fasteners/manufacturing environment or forwarder background

• Computer proficient, Excel, Outlook, Microsoft Word, PowerPoint

• Extensive experience with Wintrade/Oracle and GCS systems preferred.

• Strong interpersonal & communication skills, both written & verbal.

• Strong Problem solving & organizational skills

Handle heavy workload efficiently and set priorities as needed to get the job done