Manufacturing Customer Service Representative

Job Description

Manufacturing Customer Service Representative

About Rapid-Line, Inc.

Rapid-Line, Inc. is an innovative fabrication company that is 100% employee-owned. Our employee-owners pride themselves on personally improving the business process while offering innovative ideas and product design.

At Rapid-Line, Inc., we are a family-orientated company that offers our employees an opportunity to move forward with new ideas that make the company better. THE BETTER WE ARE THE BETTER YOU ARE!! We encourage every employee to identify areas of opportunity within the organization and propose solutions. With an open door philosophy, the new leadership team has created a culture in which employees’ safety is critical and employees are encouraged to try new solutions.

We are seeking a Customer Service Representative who is committed to excellence in quality, productivity, and value. This role is ideal for someone who thrives in a fast-paced manufacturing environment, values strong customer relationships, and is motivated to contribute to both customer satisfaction and company success.

Position Overview

This position works collaboratively with the Sales Department, Quoting, Engineering, Scheduling, Manufacturing, Shipping, Accounting, and external customers to facilitate accurate, on-time shipment of customer orders according to specifications.

The ideal candidate understands that not all processes are perfect—and is willing to fully learn existing processes first, and then thoughtfully identify opportunities for improvement. This role involves a learning curve, problem-solving, and navigating challenges while maintaining a positive, service-focused mindset.

You will serve as the face of Rapid-Line to our customers, providing outstanding customer service, clear communication, and a willingness to go above and beyond to meet customer needs while aligning with company goals.

Key Responsibilities

· Serve as the primary point of contact for customers, providing timely, professional communication via phone and email

· Work closely with the Sales Manager to determine the most effective way to communicate with customers, recognizing that the Sales Department often has the strongest understanding of each customer’s preferences and relationship history

· Acknowledge customer inquiries within 24 hours, even if a full solution is not immediately available

· Enter and verify customer purchase orders, including parts, pricing, delivery dates, and terms

· Coordinate closely with Sales, Quoting, Engineering, Scheduling, Manufacturing, Shipping, and Accounting to ensure accurate and on-time order fulfillment

· Prepare job packets and dock tracks to support production scheduling and workflow

· Monitor order status and proactively communicate updates, changes, or delays to customers

· Expedite orders as needed to meet delivery deadlines

· Maintain quote folders and related documentation accurately

· Manage shipping schedules and communicate changes proactively

· Answer incoming calls, assist customers, and route inquiries appropriately

· Greet and assist guests who enter through the front office, ensuring a professional and welcoming first impression

· Troubleshoot issues by problem-solving independently and collaborating across departments, including walking to Engineering, Shipping, Manufacturing, or other departments as needed

· Balance customer needs with company objectives to support long-term success

· Address challenges or negativity professionally by discussing concerns with a supervisor to resolve issues and move forward constructively

· Work effectively with diverse personalities and adapt communication styles to support teamwork and progress

Skills Needed

· Excellent verbal and written communication

· Active listening and critical thinking

· Strong problem-solving and decision-making skills

· Time management and multitasking in a fast-paced environment

· Service-oriented mindset with a commitment to customer satisfaction

· Strong collaboration and teamwork skills

· Ability to adapt, learns new tools, and navigates changing priorities

Qualifications

· High School Diploma required; Associate’s Degree preferred

· Minimum of 2 years of experience in a customer-facing or administrative role within manufacturing or production

· Previous experience with ERP systems (Global Shop preferred)

· Proficient in Microsoft Word and Excel

· Strong attention to detail, organizational skills, and problem-solving abilities

· Knowledge of manufacturing processes, production scheduling, and order management is a plus

Benefits

· Work/Life Balance is valued and maintained

· Generous paid time off

· Great health insurance coverage options

· Dental and Vision insurance options

· Outstanding 401k company match

· Shares of company stock each year

If this sounds like a good fit and an exciting opportunity for you, we highly encourage you to apply and see the difference you can make with our team.

There is an opportunity to earn a sign-on perfect attendance bonus of $250 at 30 days, 60 days, 90 days, and 120 days. Total sign-on bonus is $1,000

Job Type: Full-time

Pay: $18-$24 per hour

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as required to meet the ongoing needs of Rapid-Line, Inc.

Job Type: Full-time

Pay: $18.00 - $24.00 per hour

Benefits:

- 401(k)

- 401(k) matching

- Dental insurance

- Health insurance

- Paid time off

- Vision insurance

Work Location: In person