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
