Westfall Technik is a global holding company which provides innovative plastics manufacturing solutions to the healthcare, consumer package goods and light industrial vertical markets. The site locations, operating within the Westfall Technik enterprise, are internationally aligned with unmatched global reach in the industry. Our proprietary Stacked Integration Model ™ enables us to operate leveraging a high degree of specialization, extensive capacities in end-to-end design, production and assembly, and first-class references in high-end manufacturing.

ONE WESTFALL

Competitive advantages such as vertical integration, speed-to-market and advanced manufacturing systems allow us to streamline our processes and be a complete solution provider positively impacting our customers’ business. We are powered by experienced people with diversified capabilities and specialties. We pride ourselves in developing customized solutions with precision and care. So, while there is complexity to what we do; we simplify the process to deliver a customer experience that is enjoyable and easy; providing a single point of accountability.

ALL IN.

This simple phrase captures what Westfall Technik is all about. The statement embodies the company’s commitment to total support, complete manufacturing capabilities and its bold approach. It is our internal rallying cry. It is our philosophy. Nothing half-hearted.

Team Members (and Customers) can be confident that this mantra drives the organization to be nimble, scalable and comprehensive, no matter how complex the customers’ challenge.

We look forward to having an interesting conversation with you!

Title: Customer Service Representative

Location: Asheboro, NC

Reports to: General Manager

Job Overview

The Customer Service Representative (CSR) serves as a key liaison between the company and its customers, ensuring customer satisfaction by processing orders, resolving issues, and coordinating production and shipping logistics. This role requires a highly organized, systems-savvy individual with excellent communication and analytical abilities. The CSR supports the site in achieving service excellence by monitoring and verifying order accuracy, proactively addressing order or delivery issues, and ensuring smooth cross-functional communication between production, logistics, and sales.

Customer Relationship Management

• Interact professionally with customers via phone, email, and other communication platforms to answer inquiries about products, order status, services, and delivery schedules.
• Provide timely and accurate information to customers regarding product availability, shipping schedules, and pricing changes.
• Address and resolve customer issues and complaints promptly, escalating matters to the appropriate personnel when necessary.
• Maintain strong, long-term relationships with internal and external customers to promote retention and repeat business.
• Coordinate customer service needs with relevant departments such as Production, Logistics, and Sales.

Order and Production Coordination

• Accurately enter and process customer orders using the ERP system and ensure orders are scheduled, produced, and shipped as per customer requirements.
• Track the progress of production orders and shipping to ensure timely delivery, alerting customers of any delays or issues.
• Organize and distribute work orders and schedules to the production team.
• Assist in managing and communicating daily production plans to ensure alignment with customer delivery expectations.
• Ensure that inventory levels meet customer needs without exceeding plant capacity or inventory goals.

Administrative Support & Systems Management

• Provide comprehensive administrative support to the General Manager, account managers, and leadership.
• Handle documentation such as shipping instructions, customer records, invoices, and return authorizations.
• Maintain accurate and updated data in ERP and CRM systems (e.g., SAP, Oracle, Salesforce).
• Schedule and coordinate shipments through trucking, ground, air, or courier services to meet delivery timelines and cost efficiency.
• Investigate order and shipping errors and implement corrective actions in line with company and customer standards.

Communication & Presentation

• Create reports and dashboards on order fulfillment, service levels, and customer satisfaction.
• Present order and delivery trends, customer feedback, and improvement suggestions during team or management meetings.
• Support the development of internal and external communication materials regarding service updates or procedural changes.
• Clearly and professionally communicate urgent matters, exceptions, or opportunities for process improvement to leadership and cross-functional teams.

Requirements

• High school diploma required, associate or bachelor’s degree in business, Communications, Supply Chain, or related field preferred.
• 2–4 years of customer service or sales support experience in a manufacturing or logistics environment.
• Experience with ERP and CRM systems (IQMS, SAP, Oracle, etc.).
• Strong computer skills: MS Office Suite (Excel, Word, Outlook, PowerPoint).
• Familiarity with logistics coordination and freight management preferred.
• Clearly and professionally communicate urgent matters, exceptions, or opportunities for process improvement to leadership and cross-functional teams.
• Present order and delivery trends, customer feedback, and improvement suggestions during team or management meetings.
• Maintain accurate and updated data in ERP and CRM systems (e.g., SAP, Oracle, Salesforce).
• Strong in data analysis, workflow optimization, system integration, and report generation.

WORK ENVIRONMENT?

The work environment is usually in an office within a manufacturing facility with low to moderate noise level. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.??

• Ability to work well with others, one on one, remote, via video and phone.?

• Ability to work independently??

Westfall -Technik is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, national origin, ancestry, sex, gender, gender identity, gender expression, pregnancy, childbirth or related medical conditions, religious creed, physical disability, mental disability, age for individuals age 40 and over, medical condition (as defined by state law (for example, cancer or genetic characteristics or HIV/AIDS), marital status, military and veteran status, sexual orientation, genetic information, citizenship status or any other characteristic protected by federal, state or local law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.??