Customer Service Representative

Responsibilities

• Receive inbound calls for orders and customer service issues
• Enter orders and provide customer service
• Assist distributors with orders
• Assist with scheduling, resolve order issues, and support the outside sales department
• Communicate and collaborate with Planning, Shipping, Accounting, Operations, Outside Sales, Purchasing, Engineering, Quality Support, and Leadership
• Print customer orders from the shared inbox
• Answer incoming customer calls
• Review customer orders and requests via email, fax, and from outside sales
• Enter customer orders and purchase orders accurately and timely in the ERP system
• Provide customers with order confirmations
• Follow up with customers for updates or changes to their orders
• Review and edit the Open Orders report to ensure all orders are released and shipped
• Enter requested ship‑by dates to support operations lead times and update as required
• Deliver excellent customer service and internal service
• Successfully upsell B/A products across all market segments
• Coordinate with Operations and Shipping to advise shipment tracking for customers
• Coordinate with supply chain, production, and engineering for non‑standard requests
• Provide quality, timely responses to all customer requests
• Support and resolve customer escalations
• Support the Return Material Authorization (RMA) process, current and future state
• Support customer visits, training, and trade shows as needed
• Support business initiatives and strategies
• Adhere to customer service guidelines
• Support department cross‑training requirements

Qualifications

• Customer service and/or inside sales experience
• Experience in the towing, auto transport, or manufacturing field (a plus)
• Professional verbal and written communication skills
• Strong computer skills, including Microsoft Office; ERP software experience (a plus)
• Comprehensive and active listening skills; phone experience preferred
• Customer‑oriented with the ability to adapt to various challenges
• Ability to multi‑task, prioritize, and manage time effectively
• Positive, upbeat attitude and strong teamwork skills

Job Type: Full‑time