ISG Customer Service Representative

Horizons Incorporated is an employee-owned company that designs, manufactures, and installs product identification and asset tracking labels that help our customers automate maintenance, inspections, and other business operations.

Our technology is utilized in a wide array of high-value applications, including the F-35 Fighter, Boeing Jets, Wal-Mart stores, US Navy ships, the International Space Station, and even the gas meter right outside your home.

As an employee-owned company (ESOP), our employees share in the success of our businesses by generating value for our customers.

We operate through four business units (www.horizonsisg.com, www.mpofcinci.com, www.camcode.com, and www.camcodeglobal.com) that serve a global customer base across North America, South America, Europe, Australia, and Asia through our locations in Cleveland, OH, Cincinnati, OH, and Bristol, UK.

Horizons offers extremely competitive benefits, including employee ownership, 401k matching, a quarterly performance bonus plan, and a modified four-day work week called Horizons Fridays.

For more details and current job openings, please visit our company website at https://horizons-inc.com/.

Job Overview: The ISG Customer Service Representative at Horizons Incorporated plays a vital role in processing customer orders, handling communications, and ensuring exceptional service for both domestic and international customers. The position requires strong ERP knowledge, attention to detail, and proactive communication across teams and with clients. This role supports manufacturing operations and contributes to the company's strategic objectives by delivering high-quality customer experience.

Objectives:

• Build and maintain strong customer relationships by ensuring a smooth order experience from entry to delivery, resulting in increased customer satisfaction and repeat business.
• Foster cross-functional collaboration with production, sales, and logistics teams to proactively resolve issues and deliver consistent, reliable service outcomes.
• Enhance customer trust by delivering clear, timely communication that reduces order confusion, prevents delays, and improves overall service responsiveness.
• Reduce order errors and post-order adjustments by ensuring initial order data is accurate and aligned with customer expectations and ERP system requirements.
• Contribute to a positive onboarding experience for new customers and support long-term loyalty by ensuring their initial interactions are professional and seamless.
• Increase efficiency and reduce processing time by identifying and suggesting improvements in order handling, communication, or system usage.
• Represent the customer's voice internally by escalating recurring issues or trends, supporting data-driven improvements to processes or policies.
• Support the company's strategic growth and global presence by ensuring international and government orders are processed in full compliance and without delay.
• Demonstrate ownership and accountability in customer issue resolution, leading to fewer escalations and a more empowered, solutions-driven team dynamic.
• Promote a culture of excellence in service by consistently modeling professionalism, dependability, and a customer-first mindset in all interactions.

Responsibilities:

• Review, analyze and process domestic and export customer orders into the ERP system.
• Process customer orders changes or cancellations.
• Share responsibility of ISG Customer service Email box to collect PO's, customer issues, and general communications.
• Create and execute export paperwork of Canadian and overseas customer base.
• Handle customer inquiries using various methods of communication: email, phone, Teams, Zoom, and web inquiries.
• Ability to create and understand Export paperwork and shipping documents i.e., proforma invoice, SED (standard export document) HS codes, and work with Export Brokers.
• Confirm inventory utilizing the ERP System D365 F&O and communicate with the production team for accurate lead times.
• Review incoming purchase orders for correct pricing, terms, and specifications requirements.
• Communicate with team members and other departments via Teams, email, and phone.
• Communicate with customers on order disposition, completion, and status changes that occur throughout the order process.
• Investigate and resolve problems outside the scope of warranty issues (i.e., loading/shipping/billing errors) to ensure customer requirements are satisfied.
• Process returns utilizing ERP system and SharePoint.
• Provide quotes when requested and generate them from ERP system
• Maintain and update Customer Master with correct information.
• Set up new prospects and or Customers in MS CE.
• Handle and field sales calls and route them to the correct salesperson or division.
• Assumes additional responsibilities as needed or directed in support of the Company's 2025 Strategy.
• Work with a wide range of customers. Internal, external, Government, International and domestic.
• Ability to access customer portals to retrieve Purchase orders and post payments. Exostar, DIBBS, and Ariba to name a few.

Qualifications:

• Bachelor's Degree or 4 years' experience in CS with a Manufacturing background.

• Knowledge or the ability to learn ERP systems. D365 F&O and MS CE are a plus.
• Ability to perform extremely detailed work with a high degree of accuracy.
• Must have demonstrated the ability to perform effectively as a team player and carry out assignments accurately.
• Be able to prioritize work and work independently.
• An uncompromising attitude toward quality and customer service is essential.
• Excellent organizational skills and attention to detail.
• Excellent verbal and written communication skills
• Excellent attendance and "on time" records are a must.
• Proficiency in Microsoft Office Products. (Word, Outlook, Excel, SharePoint, and Teams)
• Be a team player and able to service internal and external customers.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to use a keyboard, mouse, telephone, and standard office equipment.
• Occasional standing, walking, or reaching as needed within an office or production support environment.
• Must be able to lift up to 15 pounds occasionally (e.g., handling small product samples or office supplies).
• Ability to visually review documents, computer screens, and product details for accuracy.
• Must be able to communicate clearly and effectively in person, over the phone, and via written formats (email, chat, video conferencing).

Horizons Incorporated is an Equal Opportunity Employer M/F/Disability/Veteran.