Description

Job Summary
The Senior Representative, Customer Service supports critical daily operations within the Customer Service organization, with a strong focus on after-hours customer availability, operational reporting, trend analysis, and process documentation. This senior individual contributor provides advanced support for urgent customer needs, maintains key performance and backlog reporting, updates Standard Operating Procedures (SOPs), and identifies recurring issues impacting service quality, revenue, and customer satisfaction.

This role serves as a high-level resource to internal teams and cross-functional partners, driving consistency, accuracy, and continuous improvement without direct leadership responsibilities.

 
Essential Duties
Serve as the on-call point of contact for urgent customer support needs outside standard business hours, ensuring timely responses and service continuity
Document all customer interactions, escalations, and after-hours activities for compliance, tracking, and audit purposes
Complete daily operational reporting related to sales, revenue, backlog, and order activity
Develop and maintain reports that provide performance insights and operational transparency
Analyze order trends and recurring issues to proactively identify customer pain points and workflow inefficiencies
Maintain and update Standard Operating Procedures to reflect current processes and best practices
Identify opportunities to streamline workflows and support continuous improvement initiatives
Act as a subject matter expert on operational procedures and provide guidance to team members
Collaborate with internal departments to ensure a smooth end-to-end order process
Support leadership with operational metrics, reports, and presentations
Monitor high-priority orders and ensure timely internal follow-up
Identify operational risks and recommend improvements to enhance service reliability
 

Requirements

Required Knowledge, Skills, and Abilities
Strong analytical, reporting, and communication skills
Excellent problem-solving abilities with a customer-focused approach
Ability to manage multiple priorities in a fast-paced environment
Proficiency with ERP and CRM systems (such as Epicor and Salesforce)
High attention to detail and accuracy
Comfortable presenting data and participating in cross-functional meetings
 
Education and Experience
High school diploma or equivalent required
Associate’s or Bachelor’s degree in Business, Communications, or a related field preferred
Minimum of 4 years of customer service experience
At least 2 years in a reporting or analytical role preferred
Experience in manufacturing, logistics, automotive, or technical support environments is a plus