Customer Service Representative

About the Role

Responsible for delivering high-quality customer service while supporting the outside sales team through accurate order entry and quoting, ensuring a positive resolution for all customer inquiries. This role serves as a critical link between customers, sales, and internal teams, ensuring timely and effective responses to complex inquiries related to pricing, lead times, and product applications.

Responsibilities

• Provide responsive, professional customer service by managing inquiries, orders, and requests from customers and outside sales representatives.
• Prepare accurate and timely quotes, including complex pricing and lead time evaluations.
• Coordinate with internal teams (production, engineering, supply chain) to confirm feasibility, lead times, and specifications.
• Actively support outside sales team members by:
  • Assisting with quotes and customer communication.
  • Providing product, pricing, and availability information.
  • Helping resolve customer issues and escalations.
• Research issues, interpret available information, and use critical thinking to solve problems independently.
• Maintain organized records of quotes, orders, and customer interactions.
• Assist other customer service representatives to support overall team performance and workload.
• Ensure compliance with the Health, Safety, Environment, Quality, and ethical standards of the group are sustainable and world-leading.
• Other duties, responsibilities, and activities may be modified or assigned at any time based on business needs.

Requirements

• High School Graduate or GED.
• Strong customer service and communication skills.
• Strong collaboration skills across multiple departments.
• Ability to manage multiple priorities in a fast-paced environment.
• Proven ability to analyze information and solve problems with limited direction.
• Basic technical aptitude with the ability to learn product applications.
• High attention to detail and accuracy.
• Prior experience in customer service – preferably in an office environment – including order entry, quoting, or inside sales support is preferred.
• SAP experience preferred.

Physical Requirements

The following physical demands are applicable to this occupation:

• Stand: Frequently (33% - 66% of the time)
• Walk: Frequently (33% - 66% of the time)
• Sit: Constantly (more than 66% of the time)
• Reach Outward: Frequently (33% - 66% of the time)
• Reach Above Shoulder: Not Applicable
• Climb: Not Applicable
• Crawl: Not Applicable
• Squat or Kneel: Occasionally (up to 33% of the time)
• Bend: Occasionally (up to 33% of the time)
• Lift/Carry 10 lbs or less: Occasionally (up to 33% of the time)
• Lift/Carry 11-20 lbs: Occasionally (up to 33% of the time)
• Lift/Carry 21-50 lbs: Occasionally (up to 33% of the time)
• Lift/Carry 51-100 lbs: Not Applicable
• Lift/Carry Over 100 lbs: Not Applicable
• Push/Pull 12 lbs or less: Occasionally (up to 33% of the time)
• Push/Pull 13-25 lbs: Occasionally (up to 33% of the time)
• Push/Pull 26-40 lbs: Occasionally (up to 33% of the time)
• Push/Pull 41-100 lbs: Not Applicable