Ferrotherm LLC is hiring: Customer Service Representative in Cleveland

POSITION SUMMARY

The Customer Service Representative is responsible for providing exceptional service to customers by handling inquiries, processing orders, coordinating with internal teams, and ensuring accurate recordkeeping. This role also involves supporting on-site customer visits, maintaining compliance with government requirements, and assisting with administrative and reporting tasks.

JOB DUTIES

• Process and maintain all customer orders in the company ERP system (Macola), ensuring accurate entry of new orders, timely updates to order status, pricing, and delivery schedules, and consistent alignment with contractual terms, amendments and customer requirements.
• Prepare, verify, and submit commercial customer invoices, including government invoices (DD250s) via WAWF, ensuring compliance with contract pricing, terms, and customer preferences while maintaining audit-ready records.
•  Establish and maintain professional, responsive relationships to ensure customer satisfaction and retention.
• Produce, manage and distribute accurate sales, new orders, and backlog reports to internal stakeholders on a daily, weekly, monthly and ad hoc basis.
• Act as a liaison between customers and internal departments to communicate and fulfill requirements.
• Scan, file, and organize contracts, purchase orders, and other required customer correspondence (both digital and physical).
• Drive continuous improvement by evaluating and refining customer service and order fulfillment processes and reducing paperwork through increased use of digital tools and electronic document management.
• Manage and maintain SAM.gov registration, ensuring timely renewals and updates.
•  Coordinate and execute government shipments through VSM, DCMA, and CAVS systems, ensuring all documentation, labeling, and shipping instructions are completed accurately and in compliance with contract and regulatory requirements.
• Communicate timely, proactively and in a professional manner to all stakeholders.
• Collaborate with other departments to address and resolve customer issues.
• Support on-site customer visits and coordinate cross-functional resources as needed.
• Perform other duties as required in support of company and sales operations.

MINIMUM QUALIFICATIONS & EXPERIENCE REQUIRED

• High school diploma or general education degree (GED); prefer related experience and/or training
• Minimum 3 years of experience in a client-facing, inside sales role.  
• Proficient with Microsoft 365 (Outlook, Word, Excel, PowerPoint, Teams), Adobe Acrobat; experience with ERP systems (e.g. Macola).
• Excellent verbal, written, and interpersonal skills; ability to write reports, proposals, and business correspondence.
• Professional demeanor with a proactive, customer-service oriented mindset.
• Strong multitasking, time management, and organizational skills
• Self-motivated and able to work independently.
• Supportive team player with a positive attitude.
• US Citizenship required

PREFERRED QUALIFICATIONS

• Experience with U.S. government contracting or defense industry logistics
• Familiarity with FAR/DFARS requirements and DoD shipping/invoicing platforms.
• Familiarity with the following quality systems and standards: ISO9001:2015, AS9100, AS13100, NADCAP, and SAE AMS