Customer Service Representative

Customer Service Richmond, Kentucky



B & W Quanex

Customer Service Representative



Prep By:

Appr. By:

Iss. Date: 8/1/2011

Rev. Date: 7/3/2019





Function: Sales



Immediate Supervisor:

Supervisor Title: Customer Service Manager





To establish a rapport with internal and external customers while maintaining excellent customer relations and communications, building confidence in our products and services, trouble-shooting potential problems, and rectifying existing ones.




Position which Supv. Reports

Inside Sales Manager, Quanex EPG




Other Positions Reporting to same Supervisor:



Basic Functions/Dimensions of Subordinates:


Immediate Supervisor

Customer Service Manager

This Position

Customer Service Representative

Subordinate Position                       

Subordinate Position                       





PERSONNEL SUPERVISED                                 TOTAL: 0












  • Communicate with internal and external customers by email or phone concerning orders, quotes, shipments, and products.
  • Enter customer orders efficiently and accurately the day they are received via email or fax.
  • Ensure customers receive Acknowledgments, Advanced Shipping Notices, and Invoices for their orders at the correct location and person.
  • Monitor customer orders and report any pricing errors immediately
  • Review customer backorders each day, discuss with Production, and communicate as needed with the customer and Shipping for the timely delivery of these items.
  • Inform the respective Sales Manager of any customer issues they should be made aware of.
  • Initiate SharePoint form to create, modify, or delete information in a customer account file.
  • Initiate SharePoint form to create new SAP material numbers required to process customer orders.
  • May be asked by Sales to research/gather sales history or data on a customer.
  • Always act professionally when communicating (verbal or written) with internal and external customers.
  • Assist with gathering customer sales data to accurately reflect month-end sales.
  • Work with the customer and Quality Department to ensure timely and accurate replacement material is shipped to the customer.
  • May be asked to participate in customer plant visits.
  • Suggest additions or changes to Customer Service processes to the Customer Service Manager.
  • Stay informed of new product offerings.
  • Will be required to perform other duties as requested, directed, or assigned (This applies to all positions).





Communicates regularly with internal and external customers verbally and electronically.


Knowledge Skills & Abilities:

  • Knowledge of modern business communication systems
  • Ability to establish priorities, work independently, and proceed with objectives without supervision
  • Ability to handle and resolve recurring problems
  • Ability to read and interpret documents such as operating and maintenance instructions and procedure manuals
  • Ability to calculate figures and amounts
  • Ability to interpret technical instructions in diagram form
  • Excellent communication skills, both written and verbal
  • Computer skills (Microsoft Office)


Education, Credentials & Experience:

  • Requires High School Diploma
  • Up to 3 years experience in the Customer Service field or related area


Physical Demands & Work Environment:

  • As established by manager, willing to work overtime as requested