Customer Service Representative

Company: Copeland
Location: Mansfield
Posted on: April 6, 2025

Job Description:

The CSR (Customer Service Representative) provides support for Emerson Impact Partners and Customers, being the liaison to manufacturing by answering inquiries and providing updates as requested. The CSR also provides support to internal departments, ensuring Customer expectations are known, aligned, and achieved.

In this Role, Your Responsibilities Will Be:

* Provides manufacturing lead time quotes when requested.
* Supports development of manufacturing milestone execution plans for critical orders and orders for customer outages.
* Manages Built Not Shipped and Date Management for assigned Impact Partners and customers.
* Coordinates factory actions related to assigned orders working with Production Planning, Production Scheduling, and other departments as needed.
* Supports Production Planning, Manufacturing, Quality, and other departments as needed.
* Monitors order progress and execution to meet any commitment given to the customer.
* Expedites different functions at the appropriate level to achieve business objectives.
* Provides regular and timely progress updates to Impact Partners and customers. highlights any deviation to the original plan.
* Prepares inspection and shipping schedules, ensuring the order is shipped on time according to the customer's request.
* Schedules, prepares, and leads customer witness hold points and inspections.
* Handles video inspections (live stream and pre-recorded) as ordered.
* Manages the customer or representative during visits and inspections at the factory site.
* Assists with factory tours.

Who You Are:

You understand the importance and interdependence of internal customer relationships. You are efficient, creative, and apply diverse resources and ask more questions. You convert ideas into actions and produce results with new initiatives. You define overall goals and objectives. You solicit both input and discussion.

For This Role, You Will Need:

* Associate's degree or equivalent experience
* 1-2 years of customer-facing experience
* 2 years working experience in manufacturing operations
* Proficient in Excel
* Communication and interpersonal skills appropriate for interactions with both internal and external customers, at various levels, in written, verbal, and electronic methods
* Legal authorization to work in the United States - Sponsorship will not be provided for this position

Preferred Qualifications that Set You Apart:

* Bachelor's degree
* Experience with MRP systems
* Familiarity with Oracle
* Familiarity with CRM

Our Culture & Commitment to You

At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives-because we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams, working together are key to driving growth and delivering business results.

We recognize the importance of employee well-being. We prioritize providing flexible, competitive benefits plans to meet you and your family's physical, mental, financial, and social needs. We provide a variety of medical insurance plans, with dental and vision coverage, Employee Assistance Program, 401(k), tuition reimbursement, employee resource groups, recognition, and much more. Our culture offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.

Our Location:

Mansfield, Massachusetts, offers the charm of a suburban community with the convenience of a prime location in southeastern Massachusetts. Known for its excellent schools and family-friendly atmosphere, Mansfield provides easy access to both Boston and Providence via major highways and a commuter rail station. Residents enjoy a variety of recreational opportunities, including local parks, sports fields, and trails, as well as vibrant community events and concerts at the Xfinity Center, a popular outdoor entertainment venue, and proximity to Patriot Place! With its strong sense of community and convenient amenities, Mansfield is an ideal place to call home!

Keywords: Copeland, Boston , Customer Service Representative, Hospitality & Tourism , Mansfield, Massachusetts