Customer Service Representative (CSR)

Job title: Customer Service Representative (CSR)

About the Role

Phillips-Medisize is seeking a Customer Service Representative (CSR) who will serve as the primary liaison between customers and internal teams within a contract manufacturing environment. The role includes account management, order fulfillment, and operational coordination to ensure exceptional customer service and consistent delivery on customer commitments. It will align customer requirements with operational capabilities, drive continuous improvement, and create value within FDA and ISO standards.

What You'll Do

• Serve as the primary point of contact for customers, ensuring timely and transparent communication regarding purchase orders, forecasts, and shipments.
• Manage the full order lifecycle, from order receipt through delivery, including order changes, cancellations, RFQs, and pricing updates.
• Collaborate with cross-functional teams to support on-time delivery performance and forecast alignment.
• Monitor order status, backlog, material availability, and capacity constraints, proactively communicating risks and mitigation plans.
• Negotiate and resolve issues related to quantities, pricing, and delivery schedules while balancing customer expectations and business objectives.
• Manage customer complaints by coordinating investigations, leading root cause analysis efforts, and ensuring timely resolution.
• Maintain accurate documentation in compliance with FDA regulations, ISO 13485 requirements, and customer specifications.
• Identify opportunities to improve service levels, reduce costs, enhance reliability, and increase customer satisfaction.
• Track and report key performance indicators, including on-time delivery, order accuracy, and response times.
• Participate in customer business reviews and site visits, providing performance metrics and operational insights.
• Safeguard confidential customer information while adhering to regulatory requirements and ethical business standards.

What We're Looking For

• Minimum of 2 years of experience in customer service, preferably within a manufacturing or regulated industry environment.
• Experience in account management and customer support within production-driven operations.
• Experience using ERP systems for order management, forecasting, and documentation control.
• Strong communication, relationship-building, and cross-functional coordination skills.

Nice to Have

• Experience within an OEM manufacturing environment or the medical device industry.
• Proficiency with SAP.
• Technical degree or Bachelor's degree in Business Administration, Supply Chain, or a related field.
• Knowledge of regulated environments, including FDA and ISO 13485 standards.
• Strong analytical capabilities with a continuous improvement mindset.
• Proven ability to perform effectively under pressure while managing multiple priorities.
• Strong negotiation, problem-solving, and conflict-resolution skills.
• Exceptional organizational skills, attention to detail, and a customer-focused approach.