Customer Service Rep

Location: USA - Northborough, MA

Last application date: September 3, 2026

About the role

Customer Service is responsible for ensuring that customers receive optimum support within the scope of its activities. The role focuses on providing and achieving outstanding customer service and total satisfaction among existing and prospective customers while building positive customer relationships to help enable development of new business opportunities.

Responsibilities

• Act as primary point of contact between TSS and its customers
• Ensure standardized, professional presentation of quotes and adherence to customer quote policies
• Direct customer communication via telephone and email
• Develop and maintain strong customer relations while projecting professionalism
• Facilitate and ensure timely completion for acceptance of new purchase orders
• Provide information (pricing, inventory availability, order status, etc.) and handle customer requests in an accurate and timely manner
• Process customer complaints and assist with investigation or corrective actions
• Arrange technical support to customers by working with various departments and staff within TSS
• Provide sales assistance to any outside plant sales personnel within Trelleborg or external customers
• Support TSS sales staff and Sales Reps to generate new business
• Work with engineering to ensure timely response and follow-up to RFQ
• Data entry duties to include the processing of quotes and sales orders
• Ensure sales and service materials are updated and available to customers
• Miscellaneous administrative duties and tasks as assigned by management
• Actively support the Quality, Safety and Environmental Programs

Requirements

• High school diploma or GED required
• College coursework preferred
• Minimum 2+ years related customer service experience with manufacturer or distributor
• Experience working under ISO quality requirements
• Experience working with JDE

Skills

• Ability to read, write, speak and understand the English language
• Ability to communicate clearly by conveying and receiving ideas, information and direction effectively
• Ability to demonstrate adequate job knowledge to deliver a world-class performance
• Ability to challenge oneself to consistently meet all goals and deadlines
• Willingness to strive for excellence by producing work that is free of errors and mistakes
• Desire to delight both customers and coworkers by offering encouragement, fostering teamwork and addressing conflict appropriately
• Commitment to making improvements company-wide
• Demonstrated competence using Microsoft Office
• Strong people and relationship-building skills
• Customer-driven with a positive, professional, can-do attitude
• Strong organizational skills with the ability to multi-task with attention to detail and accuracy
• Strong analytical, decision-making and problem-solving skills
• Basic math skills (addition, subtraction, margin calculations)
• Knowledgeable about basic business sales and marketing practices

Key Interfaces & Stakeholders

• Develop and maintain strong working relationships with outside customers
• Internal customers
• Sales and application engineers
• Consult with counterparts in other Marketing Companies
• Internal purchasing department
• Internal supply chain personnel
• Manufacturing personnel

Pay

Compensation range: $25–$27.50/hour

Benefits

• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance