The Customer Service Rep role is ideal for an organized, customer-focused professional who thrives in a fast-paced environment, enjoys building relationships, and can successfully manage multiple priorities while maintaining strong attention to detail.

Responsibilities:

• Serve as the primary point of contact for assigned customer accounts.
• Enter, maintain, and manage customer sales orders within SAP.
• Review customer purchase orders and identify discrepancies between customer requirements and contractual agreements.
• Work directly with customers to resolve order, pricing, shipment, and invoicing issues.
• Provide customers with order status updates, shipment tracking information, product availability details, and lead time communication.
• Coordinate with Operations, Supply Chain, Quality, Finance, and Sales teams to ensure customer requirements are met.
• Support on-time delivery performance and customer service KPI objectives.
• Maintain customer records and master data within SAP.
• Manage customer web portals and ordering systems as required.
• Analyze customer ordering trends, lead times, delivery performance, and account metrics.
• Develop reports and documentation for management, sales teams, and customers.
• Assist with customer pricing activities, quotations, annual contracts, and contract reviews.
• Participate in continuous improvement initiatives within the Customer Service team.
• Build strong relationships with both internal stakeholders and external customers to facilitate timely issue resolution. 

Qualifications:

• Strong customer service and communication skills.
• Ability to manage multiple priorities and competing deadlines.
• Excellent attention to detail and organizational skills.
• Analytical mindset with strong problem-solving abilities.
• Team-oriented approach and willingness to collaborate across departments.
• Experience working with ERP systems; SAP experience is preferred.
• Proficiency with Microsoft Office applications, particularly Excel.
• Experience in manufacturing, industrial, supply chain, order management, or customer support environments is preferred.
• Bachelor's degree preferred; equivalent experience may be considered in lieu of a degree.

The anticipated salary range for candidates who will work in Watertown, NY is $48,600–$68,700 per year. The final pay offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of experience within the job, the type of years and experience within the industry and education. New York Air Brake is a multi-state employer, and this pay scale may not reflect positions that work in other states or locations. Provided they meet all eligibility requirements under the applicable plan documents, employees (and their eligible dependents) will be eligible to enroll in group healthcare plans that offer medical, dental, vision, and basic life and disability insurance. Employees also will be able to enroll in our company’s 401k plan. Employees will also receive 120 hours of vacation leave and 40 hours of Personal Paid Absence every year. Employees will also enjoy 12 paid holidays, and 1 floating holiday throughout the calendar year, subject to relevant terms outlined in the employee handbook. 6 weeks of paid parental leave will also be available for use. Requirements for these benefits will be controlled by applicable plan documents and policies. Employees working on federal contracts covered by the Federal Paid Sick Leave requirements will be notified and will receive benefits consistent and compliant with the FPSL requirements. Hired applicant will be able to purchase company stock, subject to the relevant plan documents.This is intended to provide a general description of benefits and other compensation and is not a substitute for applicable plan documents or company policies. Applications for this position are accepted on an ongoing basis.

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