Customer Service Representative

About the role

The Customer Service Representative is responsible for providing exceptional service to internal and external customers by processing quotations, entering orders, answering customer inquiries, and coordinating order fulfillment. This entry‑level position develops product knowledge and business process understanding while building strong customer relationships and supporting the company's growth objectives.

Responsibilities

• Customer Support: Respond promptly to customer phone calls and emails; process quotations and sales orders accurately and efficiently; provide order status, pricing, availability, and lead‑time information; escalate technical or complex inquiries when appropriate; resolve routine issues while maintaining a positive experience; document customer returns, complaints, and quality concerns.
• Order & Quote Processing: Prepare quotations using established pricing and procedures; enter customer purchase orders accurately into the ERP system; send order acknowledgements; coordinate with Purchasing and Operations to obtain order status; maintain accurate customer and order documentation.
• Customer Relationship Development: Build positive working relationships with customers and internal teams; demonstrate professionalism, responsiveness, and accountability; learn company products, vendors, and business systems; identify opportunities to upsell or cross‑sell products and services.

Competencies

• Strong communication skills
• Customer‑focused mindset
• Organization and attention to detail
• Teamwork and collaboration
• Willingness to learn
• Basic computer proficiency, including Microsoft Office applications (Excel, Outlook, Word)

Physical and Mental Demands

Frequently required to sit at a desk or workstation for long periods and work at a computer terminal for extended periods. These mental and physical requirements are representative of those that must be met to successfully perform the essential functions of this position, with or without reasonable accommodation.

Working Environment

Work hours average 40 per week with typical hours of operation Monday through Friday 8 am–5 pm; may require additional hours, including evenings and weekends, depending on business needs. Work is typically performed on‑site in an office environment and may be performed in a manufacturing/factory environment. Tools and equipment used include a personal computer, copier, fax/scanner, phone, and other typical office equipment. Travel up to 10 % of the time.

Requirements

• High school diploma or equivalent
• 1+ years of experience in customer service
• Demonstrated ability to learn new systems and processes

Pay

$22 – $30 per hour

Schedule

Average 40 hours per week, Monday‑Friday 8 am–5 pm; occasional evenings and weekends as needed.