Job Description

Job Description

Job Description

Job Summary

The Customer Service Advocate (CSA) is responsible for building trusted relationships with assigned customer accounts and guiding them through every stage of the order process — from entry through delivery. This role goes beyond data entry, acting as a true advocate for the customer’s needs while balancing DRG’s production capabilities and business objectives. The CSA ensures that customers experience responsive communication, accurate order execution, and proactive problem-solving. This position has a strong account management focus while also requiring precision in entering and managing orders within DRG’s ERP system (CERM). The role is based in Chandler but requires occasional travel to DRG’s Safford facility for training, team collaboration, and customer coordination.

Key Responsibilities

• Serve as the primary advocate and day-to-day contact for assigned customer accounts.

• Enter and manage all customer orders in CERM, ensuring accuracy in pricing, specifications, and lead times.

• Monitor account activity, order trends, and usage patterns to anticipate customer needs.

• Collaborate closely with estimating, scheduling, and production to align customer expectations with capacity.

• Proactively communicate order status updates, delivery timelines, and potential issues.

• Manage escalations, complaints, and returns by partnering with Quality and offering solutions quickly.

• Ensure compliance with regulatory and customer-specific requirements (UL, CSA, GMP, FSC, etc.).

• Contribute insights and feedback to improve processes and strengthen customer relationships.

Qualifications

• 3–5 years of customer service, account management, or client-facing experience in a manufacturing, distribution, or production environment.

• Strong relationship management and communication skills.

• Experience with ERP/MRP systems; CERM experience strongly preferred.

• Strong computer literacy, including proficiency in Microsoft Excel, Word, Outlook, and Teams, with the ability to quickly learn new systems and tools.

• Ability to prioritize and manage multiple accounts and deadlines in a fast-paced environment.

• Background in order coordination, production planning, or quality support a plus.

Core Values – ASPIRE

At DRG Technologies, we live by our ASPIRE values. All team members are expected to model these behaviors daily:

• Accountable – Own outcomes and deliver on commitments.

• Solution-Driven – Tackle challenges head-on with urgency and creativity.

• Proactive/Responsive – Anticipate needs, follow through, and respond quickly.

• Ingenuity – Bring resourcefulness and innovation to problem-solving.

• Respectful – Treat colleagues, customers, and partners with professionalism and dignity.

• Engaged – Be present, involved, and committed to team success.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.

• Extended use of hands and fingers for typing, data entry, and mouse use.

• Clear verbal communication in person, by phone, and via video conferencing.

• Ability to lift and carry up to 25 lbs (samples, supplies, or materials) occasionally.

• Occasional travel to customer sites and DRG’s Safford facility for training and collaboration.

• Ability to sit for extended periods while driving or traveling by plane.

• Work performed primarily in an office environment with normal noise levels, frequent interruptions, and multitasking demands.

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