Customer Service Representative (CSR)

Novacel Americas • Troy, OH

3d • Onsite

About The Position

As the face and voice of Novacel, the Customer Service Representative (CSR) plays a vital role in building and maintaining strong. lasting customer relationships. This position ensures the highest standards of service by addressing inquiries, resolving issues, and coordinating with internal teams. Your professionalism, attention to detail, and commitment to service excellence directly reflect Novacel’s reputation and values.

Requirements

• Minimum 3 years of customer service experience, preferably in manufacturing or a related industry.
• Strong verbal, written, and interpersonal communication skills.
• Proficiency in Microsoft Office (Excel, Outlook, Word).
• Excellent organizational and time-management skills.
• Ability to adapt to shifting priorities in a fast-paced environment.
• Highly motivated, quick learner, and committed to delivering exceptional service.
• Strong collaborative skills with the ability to build cross-functional relationships.
• Comfortable performing basic calculations, including fractions and decimals.
• Ability to work across shifts and teams, ensuring smooth handoffs and communication.
• Proven ability to prioritize effectively and remain productive in a fast-paced environment

Nice To Haves

• Experience with Blanket Purchase Orders (POs).
• Experience managing Customer Stocking Programs.
• Experience with supporting customers in the Automotive Industry.
• Experience with Syteline ERP systems.

Responsibilities

• Order Management – Accurately receive, process, and review customer orders, ensuring product availability, specifications, pricing, and shipping requirements are met. Monitor the full order cycle from entry to on-time delivery, addressing issues quickly.
• Customer Liaison – Serve as the primary contact for customers, collaborating with Sales, Marketing, Logistics, Manufacturing, and external partners to meet customer needs.
• Issue Resolution – Handle inquiries, complaints, and non-conformances with professionalism. Investigate root causes, recommend corrective actions, and provide clear resolutions to customers.
• Key Account Support – Manage complex or high-value customer accounts with dedicated service and timely issue resolution.
• Escalation Handling – Partner with Sales, Logistics, and Production teams to resolve escalated concerns efficiently.
• Reporting & Communication – Maintain accurate open-order and aged-inventory reports, sharing updates with customers and Sales to support proactive account management.
• Process Improvement – Identify service gaps and recommend process enhancements to improve efficiency and customer satisfaction.
• Cross-Functional Coordination – Work closely with internal teams to ensure smooth execution of customer requirements.
• Other Duties – Support team objectives and projects as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed