Customer Service Representative The Customer Service Representative directs and coordinates customer service activities at their assigned CVG facility, serving as the primary point of contact for external customers on all order-related matters. This role is responsible for taking, confirming, entering, and managing incoming orders; reviewing EDI and manual orders; monitoring shipments; resolving customer issues; and collaborating with internal teams to ensure customer satisfaction. The CSR plays a key role in maintaining CVG's reputation for accurate, timely, and responsive customer service in a fast-paced manufacturing environment.
Key Responsibilities
Order Management & Customer Communication:
Serve as the primary point of contact for assigned external customers; take, confirm, enter, and manage incoming orders accurately and in a timely manner. Key orders into the ERP system accurately, obtaining required documentation; maintain and analyze open orders to ensure accuracy of pricing, product details, and order requirements. Monitor open orders and take proactive actions to ensure on-time shipments; provide customers with regular updates on order status, product availability, pricing, and shipping timelines. Ensure drop-in and special orders are managed in a timely manner that balances customer needs with production and operations requirements; report order increases and special orders to Sales and Materials teams.
EDI & Systems Management:
Manage EDI and spot order processing; reconcile order quantities, monitor EDI error reports, and take corrective action where necessary to ensure accurate and compliant order flow. Operate effectively within multiple ERP and electronic order entry systems; maintain accurate and complete records of customer interactions, orders, and issue resolution.
Issue Resolution & Cross-Functional Collaboration:
Address and resolve customer complaints product-related or otherwise achieving first-call resolution and minimizing the need for follow-up contacts; escalate unresolved issues to management as appropriate. Report customer dissatisfaction to the manager for follow-up and process improvement; proactively communicate quality, delivery, or service concerns to the appropriate internal teams. Work cross-functionally with Production, Shipping, Sales, and Materials teams to ensure customer needs are met and commitments are kept; provide technical assistance and convey technical information to internal and external customers as needed.
Required Qualifications:
High school diploma or GED required; associate's degree preferred. Minimum 24 years of customer service experience, preferably in a manufacturing, automotive, or trucking industry environment.
Preferred Qualifications & Desired Characteristics:
Prior experience with automotive or commercial vehicle OEM customer service processes; familiarity with EDI order reconciliation and ERP-based order management in a manufacturing environment. Experience supporting customers such as PACCAR, Daimler, Navistar, Volvo/Mack, or similar OEM accounts; second language proficiency a plus for facilities with international customer bases. A reliable, customer-focused professional who takes ownership of order accuracy and customer satisfaction someone who stays calm under pressure, communicates proactively, and resolves issues with urgency and follow-through. Proficiency in Microsoft Office Suite (Word, Excel, Outlook); experience with ERP systems and EDI platforms preferred; ability to learn new systems quickly. Excellent written and verbal communication skills with a high degree of accuracy under pressure; strong organizational skills, attention to detail, and ability to manage multiple priorities simultaneously. Strong problem-solving skills and a team-oriented mindset; ability to understand and convey technical information to internal teams and customers. CVG IS AN EQUAL OPPORTUNITY EMPLOYERCommercial Vehicle Group, Inc (CVG) is an equal employment opportunity employer such that all qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity/expression, national origin, disability, or protected veteran status.
Visa Sponsorship:
At this time, we are not providing sponsorship for this role. Applicants must be authorized to work in the country of the job posting location on a full-time basis. No Unauthorized Referrals from Recruiters & Vendors Please note that Commercial Vehicle Group, Inc (CVG) and any of its affiliated companies does not seek or accept unsolicited resumes or offers from third party recruiters or staffing agencies associated with any published or unpublished employment opportunities. Any unsolicited information sent to CVG will be considered as unencumbered and free from any fee or charge whatsoever. Only members of our Human Resources Team have the authority to engage or authorize recruiting services, which must be agreed upon before any resume or offer is received.
Career Scam Disclaimer:
Commercial Vehicle Group (CVG) makes no representations or guarantees regarding employment opportunities listed on any third-party website. To protect against career scams, job applicants should take the necessary precautions when interviewing for and accepting employment positions allegedly offered by CVG. Applicants should never provide their national ID numbers, birth dates, credit card numbers, bank account information or other private information when communicating with prospective employers or responding to employment opportunities online. Job applicants are invited to contact CVG through CVG's website to verify the authenticity of any employment opportunities.
