Customer Service Representative

Inside Sales Representative role focused on customer interaction, order processing, and relationship management. Responsibilities include providing product information, resolving complaints, and coordinating with internal teams to ensure customer satisfaction.

Pay

$28.84/hour to $35.10/hour

Responsibilities

• Receives, processes, and follows up on inquiries for sales orders.
• Prepares price quotes and initiates the order entry process.
• Maintains and updates database information such as sales records and price pages.
• Addresses customer complaints and refers them to designated departments for investigation.
• Maintains contact with management of assigned accounts.
• Develops and maintains knowledge of steel wire products.
• Assists Sales Representatives and Sales Managers.
• Coordinates paperwork flow until billing is completed.
• Works with production, scheduling, and shipping to meet customer schedules.
• Assists customers with order placement, including answering product questions, preparing price quotes, and providing order status updates.
• Accurately enters data into ERP systems.
• Balances company policy and customer benefit through effective decision-making.
• Handles customer complaints and provides solutions; escalates when necessary.
• Informs customers of new product offerings to enhance relationships.
• Assists with sample and literature requests, tracks back orders, and pulls customer data.
• Partners with Sales Representatives and Sales Managers to ensure prompt handling of customer activity.
• Performs other duties as assigned.

Requirements

• High School diploma or equivalent; Bachelor’s degree preferred.
• Must be 18 years or older.
• Must pass pre-employment background, drug/alcohol, and physical screenings.
• Two years of customer service experience in a manufacturing environment preferred.
• Ability to apply basic algebra and geometry concepts (e.g., discounts, interest, commissions, proportions, percentages, area, circumference, volume).
• Ability to read and interpret documents such as operating instructions and procedure manuals.
• Ability to write routine reports and professional correspondence.
• Strong verbal communication skills for presenting to customers or employees.
• Strategic thinking and problem-solving abilities.
• Typing speed of 50+ words per minute.
• Intermediate computer skills, including Microsoft Suite.
• Professional phone manner.
• Understanding of Washington Department of Transportation regulations (height, width, weight restrictions for common carriers).
• Excellent written communication and documentation skills.
• Ability to work independently, as part of a team, and with internal/external customers.
• Fluent in English (verbal and written) for safety procedures, work instructions, and communication.
• Authorized to work in the United States.

Physical Requirements

• Occasional work in a dusty environment around metals.
• Hand-eye coordination and depth perception for computer operation.
• Ability to hear others on the phone or in person, including warning sounds from machinery.
• Effective verbal communication with coworkers and supervisors.
• Ability to stand, bend, kneel, and lift (up to 20 pounds occasionally).
• Ability to sit, twist, reach, grasp, and perform fine manipulation (occasional to constant).
• Ability to squat, stoop, kneel, and reach overhead (seldom to occasional).

Skills

• Customer Service: Promptly responds to customer needs, solicits feedback, and meets commitments.
• Oral Communication: Speaks clearly and persuasively in all situations.
• Business Acumen: Demonstrates knowledge of market and competition.
• Organizational Support: Completes administrative tasks accurately and on time.
• Professionalism: Handles pressure effectively.
• Safety and Security: Observes safety and security procedures.

Success Measures

• High accuracy and professionalism in order entry and communications.
• Strong follow-up skills.
• Positive customer relationships.
• Regular and punctual attendance.
• Completion of objectives as defined in performance reviews.
• Open, cooperative, and team-oriented attitude.
• Flexibility to take on additional duties as needed.
• Thorough knowledge of department operations.
• Adherence to standard operating procedures.
• Support for team members and positive organizational relationships.
• Timely completion of projects and customer inquiries.
• Sales performance in assigned territory/customers.