Customer Service Representative

About the role

The Customer Service Representative plays a critical role in supporting some of GCC's largest and most strategic accounts. Working closely with outside sales, purchasing, and warehouse teams, this position ensures seamless communication, precise order management, and timely delivery of technical solutions. The role involves direct interaction with engineering, purchasing, and management personnel at key customers, requiring both strong relationship skills and a solid understanding of technical products and applications.

Responsibilities

• Partner closely with Outside Sales to support strategic OEM accounts through proactive communication, timely follow-up, and coordinated execution
• Learn and apply product knowledge across hydraulic, pneumatic, and automation components to help customers identify the right solutions
• Serve as the primary internal contact for assigned accounts, ensuring consistent and professional handling of orders, quotations, and service requests
• Develop strong relationships with customer contacts to understand production needs, forecasts, and business cycles
• Provide real-time updates on pricing, product availability, lead times, and delivery status
• Collaborate with cross-functional teams including engineering, outside sales, production and purchasing to resolve challenges and maintain customer satisfaction
• Resolve credit, billing, and invoicing issues with the Accounting/Finance team
• Support and participate in the organization's continual improvement program to conform to ISO 9001 requirements and understand the implications of conformance with the Quality Management System
• Other duties as assigned

Requirements

Education and Training

• High school diploma, GED, or equivalent secondary education
• Technical aptitude, training or classes related to fluid power, mechanical or automation products a plus

Experience

• Experience with customer communication via phone & email
• Proficient with Microsoft Outlook, familiar with basic Microsoft Excel function, experience with order entry/ERP systems a plus
• Experience working with technical products a plus

Knowledge and Skills

• Sound problem solving skills; ability to make decisions by demonstrating initiative and assertiveness
• Willingness to learn technical products and manufacturers
• Strong interpersonal skills; ability to work well with customers, team members, and individuals in other departments
• Good communication skills; the ability to articulate technical and conceptual information in a clear, concise and effective way
• Excellent organization; ability to track multiple projects for customers and sales representatives, ensuring all information is documented and communicated effectively

Benefits

GCC offers a competitive salary and benefits package, including:

• Medical, dental, vision, life and disability insurance
• Family leave
• 401(k) plans with company match
• Employee Stock Ownership Plan (ESOP) – a special retirement program that allows employees to own stock in the company without having to purchase shares

As part of Employee Owned Holdings, Inc., GCC is a 100% employee-owned company. Studies show that retirement account balances for ESOP companies are 2.5 times higher, ESOP companies grow 2.5 times faster, and employee-owned companies are superior in performance, employee benefits, and employee morale.