Customer Service Representative

About the role

Details of the Role: The position of Customer Service Representative will be responsible for managing customer accounts, processing orders, preparing quotes, and supporting outside sales representatives. During the course of a standard workday, you will be expected to communicate directly with customers, maintain accurate records, and coordinate with internal teams to meet delivery and quality requirements.

Responsibilities

• Communicate directly with customers via phone, email, and portals to address inquiries and resolve issues
• Process customer orders, schedule changes, and maintain accurate account records
• Prepare and submit quotes and bids, working with Supply Chain and Engineering for pricing and specifications
• Maintain forecasts for assigned products and update customer portals as required
• Coordinate with production, shipping, and quality teams to ensure on-time delivery and compliance with requirements
• Support outside sales representatives with account information and lead generation
• Participate in weekly production planning and sales meetings
• Handle customer complaints in accordance with the company’s Quality Management System
• Maintain up-to-date files for customer accounts and portal login information
• Assist with invoice and payment inquiries in collaboration with Accounting
• Promote a positive, proactive attitude and maintain professionalism in all customer interactions
• Perform other customer-related duties as assigned

Qualifications

• High school diploma required; Associate’s Degree preferred
• Minimum of 2 years of customer service experience in a manufacturing or technical environment

Skills

• Strong proficiency with Microsoft Office (Excel, Word, Outlook) and ERP systems
• Excellent verbal and written communication skills
• Ability to read and interpret customer specifications and documentation
• Strong organizational skills with attention to detail and accuracy
• Ability to work in a fast-paced environment and adapt to changing priorities
• Positive attitude and ability to resolve problems effectively
• High level of integrity and ability to handle confidential information

Benefits

• Health, Dental, and Vision Benefits
• Elective Flexible Spending and Dependent Care Accounts
• Company paid and elective buy-up Life & AD&D Insurance
• Company paid Short-Term Disability and Elective Long-Term Disability
• Elective Critical Illness, Hospital Indemnity, and Supplemental Accident Coverage
• 401(k) Retirement Savings Plan with qualifying Company match
• Company paid mental health and Employee Assistance Program (EAP)
• Paid Holidays and generous paid time off (PTO)
• Employee Discount Program (LifeMart via ADP)
• Tuition Reimbursement for qualifying degrees and certification programs