Customer Service Representative

Who We Are

Cleveland Electric Laboratories is a century-old leader in industrial sensor and temperature control manufacturing, specializing in high-temperature sensing technology for demanding industrial applications where precision and reliability matter most. CEL is proud to be recognized as one of Northeast Ohio’s Top Workplaces, reflecting our commitment to fostering a positive culture, supporting employee growth, and creating an environment where our team can thrive.

Position Summary

The Customer Service Representative serves as the primary point of contact for assigned customer accounts, ensuring exceptional customer experience from initial inquiry through order fulfillment. This role is responsible for managing customer communications, processing orders, coordinating with internal departments, and providing timely updates throughout the order lifecycle. The ideal candidate is highly organized, detail-oriented, and passionate about delivering outstanding customer service. Working closely with Engineering, Production, Quality, Purchasing, Planning, and Shipping, this position plays a critical role in maintaining customer satisfaction, supporting operational efficiency, and ensuring customers receive accurate information and timely service.

Responsibilities

• Serve as the primary point of contact for assigned customer accounts, providing responsive, professional, and courteous customer service.
• Build and maintain positive customer relationships by understanding customer needs and providing exceptional support.
• Respond promptly to customer inquiries regarding products, lead times, order status, certifications, technical documentation, and general account information.
• Maintain consistent communication with customers throughout the order process, providing updates and managing expectations.
• Resolve customer questions and concerns by collaborating with internal departments to identify timely and effective solutions.
• Process customer purchase orders accurately and ensure complete and accurate order entry into the ERP system.
• Review customer requirements, drawings, and specifications to ensure orders are entered correctly and all necessary information is captured.
• Coordinate with Engineering, Production, Planning, and Quality to clarify product requirements and delivery schedules.
• Monitor customer orders from receipt through shipment, ensuring customers receive timely updates regarding production status and shipping.
• Communicate lead time changes, shipment notifications, backorders, and any potential delays in a proactive manner.
• Coordinate expedited requests while balancing operational priorities and customer expectations.
• Collaborate with Purchasing, Planning, Production, Quality, and Shipping to ensure customer commitments are fulfilled.
• Maintain accurate customer records, pricing information, and order history within the ERP system.
• Assist with customer returns, quality concerns, corrective actions, and warranty-related inquiries as needed.
• Identify opportunities to improve customer satisfaction and recommend process improvements that enhance the customer experience.
• Support continuous improvement initiatives that improve service levels, communication, and operational efficiency.
• Maintain professionalism, confidentiality, and a customer-first attitude in all interactions.