Customer Service Representative - Manufacturing

Description

Be the Link Between Our Customers and Production

Cates Control Systems is looking for a highly organized, customer-focused Customer Service Representative to join our growing team in Wylie, TX. This role is essential to the production of high-quality control panels used in industrial automation. You'll own customer sales orders from start to finish, ensuring every order is entered accurately, communicated clearly, and supported throughout the production process.

Requirements

What You'll Do

As a Customer Service Representative, you'll serve as the administrative hub connecting our customers, sales team, engineering, purchasing, and production.

If you're someone who enjoys solving problems, keeping projects organized, working with multiple departments, and providing exceptional customer service, we'd love to meet you.

Sales Order Ownership

• Own sales orders from receipt through closeout.
• Enter, maintain, and update orders accurately in Epicor and related systems.
• Issue order acknowledgements and revisions to customers.
• Ensure order data remains aligned with approved scope, pricing, and delivery expectations.

Customer Communication

• Serve as a primary point of contact for customer order-related communication.
• Provide timely and accurate order status updates using approved information.
• Route technical, execution, or schedule questions to the appropriate internal owner.
• Maintain professional, consistent, and well-documented customer interactions.

Job Execution Support

• Support Production Control Managers (OEM & Custom) or Project Managers (Systems) with:

1. Administrative updates
2. Documentation management
3. Status communication
4. Data entry and follow-up

• Ensure customer-facing commitments reflect current execution plans.
• Assist with milestone tracking and documentation where applicable.

Cross-Functional Coordination

• Coordinate with Sales, Production Control, Project Management, Purchasing, Materials, and Engineering as required.
• Ensure internal alignment between sales orders and execution reality.
• Escalate discrepancies or risks promptly to the appropriate owner.

Documentation & Compliance

• Maintain complete and accurate order records.
• Ensure documentation supports QMS requirements and internal procedures.
• Adhere to all company policies, procedures, and ethical standards.

What We're Looking For

Required

• High school diploma or GED 
• Prior experience in customer service, order management, or manufacturing support preferred
• Experience in industrial, fabrication, or project-based environments a plus
• Excellent communication and customer service skills 
• Strong attention to detail 
• Strong organizational and follow-up skills 
• Proficiency with Microsoft Office (Excel, Outlook, Word) 
• Comfortable working across departments and with customers

Preferred

• Experience in customer service, order management, inside sales support, or manufacturing administration 
• Experience working with ERP systems such as Epicor 
• Manufacturing, fabrication, industrial automation, or project-based environment experience 
• Basic understanding of industrial or electrical terminology 

What Makes You Successful

You are someone who:

• Loves staying organized and keeping details accurate 
• Enjoys helping customers and solving problems 
• Can juggle multiple priorities without losing focus 
• Communicates professionally with both customers and coworkers 
• Works well with cross-functional teams 
• Takes ownership and follows tasks through to completion 

Why Join Cates?

Founded over 40 years ago, Cates Control Systems is a leading systems integrator delivering innovative automation solutions to manufacturers across North America and beyond. Our work supports a wide range of industries—from food production to building materials—helping customers improve efficiency, quality, and performance.

We are proud of our:

• Collaborative, team-oriented culture 
• Strong values rooted in integrity, reliability, and accountability 
• Commitment to employee growth and development 
• Family-like atmosphere where your contributions truly matter 

At Cates, our mission is to positively impact the lives of others—our employees, our customers, and our community.

Schedule

Full-Time, Monday–Friday