Customer Service Representative

Ideal Tridon Group comprises a family of brands that support, secure, and connect the movement of air, fluid, and electricity in critical applications. With over 100 years of proven quality and a strong culture of service, we are the worldwide leader in clamps, strut, hose supports, conduit, fittings, and coupling solutions. Advanced Couplings Ltd, part of the Ideal Tridon Group, supplies high‑quality components to the global pharmaceutical, food and beverage, and AI industries, with 40+ years of European manufacturing excellence.

About the Role

The Customer Service Representative is a key member of the Advanced Couplings commercial team, based on site in Boyertown, PA. The role provides responsive, accurate, and professional support throughout the customer journey, acting as the day‑to‑day connection between customers, internal sales, external sales, and the wider operations team.

Schedule

Monday‑Friday 8:00 am – 4:30 pm EST or 8:30 am – 5:00 pm EST.

Pay

Hourly wage $22.12 – $25.00.

Responsibilities

• Respond to customer enquiries by telephone, email and other approved communication channels in a timely and professional manner.
• Provide appropriate non‑technical support and coordinate technical questions with the relevant specialist or department.
• Take ownership of customer concerns, ensuring actions are initiated, communicated and followed through to resolution.
• Handle complex or unusual requests within defined procedures, escalating when specialist or management support is required.
• Receive, review and accurately enter customer orders for new or additional products and services.
• Support quotation, order‑status and general commercial enquiries in partnership with Internal Sales.
• Maintain clear communication with customers regarding order requirements, changes, availability and next steps.
• Ensure customer requests are accurately documented and transferred to the appropriate internal teams.
• Maintain accurate customer accounts and records of interactions, enquiries, complaints and commercial information using approved CRM/ERP systems.
• Work closely with Internal Sales, External Sales, Engineering, Operations, Supply Chain and other specialists to resolve customer requirements.
• Provide internal teams with updates on customer needs, service issues and factors affecting satisfaction.
• Escalate issues appropriately while remaining accountable for communication back to the customer.
• Proactively expand product, application and process knowledge by working with internal specialists.
• Build proficiency across multiple competencies relevant to Advanced Couplings' hygienic product portfolio.
• Apply learning from previous enquiries to provide increasingly effective first‑line support.
• Contribute to continuous‑improvement initiatives that strengthen response times, accuracy and customer experience.
• Listen for additional customer requirements and communicate potential opportunities to sales teams.
• Support customer retention by providing dependable service and identifying recurring issues or needs.
• Contribute customer feedback and service insights to improve products, processes and commercial decision‑making.

Requirements

• High school diploma or equivalent required; further education or relevant commercial/customer‑service training is advantageous.
• 3–5 years of relevant experience, preferably in customer service, inside sales, order management or related commercial roles.
• Experience in manufacturing, engineered products, hygienic processing, life sciences or another technical B2B environment is a plus.
• Experience with CRM and ERP platforms is advantageous.
• Excellent written and verbal communication skills, including active listening.
• Strong customer‑service orientation with the ability to resolve concerns professionally and efficiently.
• Organized, dependable and able to manage multiple priorities in a busy team environment.
• Strong computer literacy and ability to learn CRM, ERP and product‑information systems.
• Ability to work independently within established procedures while collaborating effectively as part of a wider commercial team.
• Curiosity and willingness to develop technical product knowledge.
• Physical ability to sit for prolonged periods and lift up to 15 lb as needed.
• Comfortable working both collaboratively within a team and independently.

Benefits

• Medical, dental, and vision insurance.
• Company‑paid short‑term and long‑term disability insurance.
• Company‑paid basic life and AD&D insurance.
• Generous 401(k) retirement plan.
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options.
• Generous paid time off (PTO) and company‑paid holidays.