Customer Service Representative II (Technical Manufacturing Support)

What does a Customer Service Representative II do?

The Customer Service Representative II (CSR II) is a key member of the Customer Service team responsible for managing customer interactions, processing orders, and supporting revenue growth through responsive, accurate service. This role acts as the voice of Stockwell Elastomerics, interfacing with OEM customers across engineering, procurement, and operations. You will support a portfolio of Hero and Key accounts, ensuring timely communication, order accuracy, and alignment with Stockwell’s rapid prototype-to-production model.

Core Responsibilities

Customer Communication & Account Support

• Respond to customer inquiries via:
  • Email
  • Phone
  • Customer portals
  • Occasional customer visits
• Communicate order status, delivery dates, and material constraints
• Serve as a professional and knowledgeable representative of Stockwell

Order Management & ERP Execution

• Process all order types through the ERP system
• Perform daily proactive order management for:
  • New orders
  • Entered orders
  • Held or delayed orders
• Ensure high accuracy in:
  • Customer purchase order (PO) review
  • Order entry and documentation

Quoting & Estimating

• Prepare and submit formal quotes
• Perform basic estimating based on customer requirements
• Enter and manage sample orders with follow-up communication

Customer Development Support

• Act as a consultative resource by identifying opportunities aligned with Stockwell’s capabilities
• Support revenue growth through responsiveness and solution-oriented communication
• Assist in onboarding new customers and maintaining account records

Process & Documentation

• Maintain accurate records for:
  • Orders and quotes
  • Customer communications
  • Portal transactions
• Manage customer portals and ensure timely updates
• Respond to:
  • Expedite requests
  • Order changes
  • Cancellations and returns

System Expertise

• Develop advanced proficiency in Stockwell’s ERP system
• Support team members with system-related processes and workflows

Requirements

Education & Experience

• Bachelor’s degree preferred (not required)
• 5–10 years of customer service experience preferred
• Experience in a manufacturing environment strongly preferred

Technical & System Skills

• Ability to learn and interpret:
  • Technical drawings and specifications
• Proficiency in:
  • Microsoft Office Suite
  • ERP and CRM systems
  • Customer portal platforms