Customer Service Representative

About the role

You'll serve as a strategic partner to our customers, helping create a seamless experience throughout every stage of the customer lifecycle. As the primary point of contact for assigned accounts, you'll build trusted relationships, advocate for customer needs, and collaborate across the organization to deliver successful business outcomes.

Responsibilities

• Serve as the primary point of contact for assigned customers, developing trusted relationships built on responsiveness, transparency, and accountability.
• Understand customer priorities, business objectives, and operational requirements to deliver a high-quality customer experience.
• Act as a customer advocate, ensuring customer needs are effectively communicated and represented across the organization.
• Proactively communicate order status, delivery updates, risks, and resolutions to maintain customer confidence and trust.
• Drive positive customer outcomes by ensuring commitments are met and issues are resolved with urgency and professionalism.
• Own customer outcomes by managing customer orders throughout the entire order lifecycle, ensuring accuracy, compliance, and on-time execution.
• Take ownership of customer inquiries, concerns, and escalations from initial identification through final resolution.
• Apply critical thinking and sound judgment to identify root causes, mitigate risks, and implement effective solutions.
• Anticipate potential disruptions and proactively coordinate corrective actions to minimize customer impact.
• Balance customer expectations with operational realities while delivering business-aligned solutions.
• Partner across the business by collaborating closely with Sales, Operations, Supply Chain, Production Planning, Engineering, Quality, and Finance to deliver exceptional customer experiences.
• Align stakeholders around customer priorities, commitments, and recovery plans when challenges arise.
• Foster a culture of teamwork, transparency, and shared accountability to achieve customer and business objectives.
• Influence decisions through effective communication, data-driven insights, and a comprehensive understanding of customer needs.
• Drive continuous improvement by leveraging customer feedback, operational data, and performance metrics to identify opportunities for improvement.
• Contribute ideas that enhance efficiency, improve customer satisfaction, and strengthen organizational performance.
• Develop expertise in Omniseal Solutions' products, systems, processes, and customer applications.
• Embrace learning opportunities and actively expand capabilities to support growth and long-term career development.

Requirements

Preferred fields of study and/or prior experience include: Communications; Business; Supply Chain Management; Customer Success Management; Account Management.

Qualifications

• Bachelor's degree preferred (not required).
• Strong business judgment and a passion for solving problems.
• Customer-first mindset and a commitment to delivering exceptional service.
• Effective communication and collaboration skills.
• Ability to manage multiple tasks and prioritize responsibilities.
• Experience working in a fast-paced, dynamic environment.

Skills

• Excellent interpersonal and communication skills.
• Strong problem-solving and decision-making abilities.
• Ability to manage customer expectations and resolve issues efficiently.
• Proficiency in using CRM tools and other relevant software.
• Knowledge of industry best practices and trends.

Benefits

At Omniseal Solutions, we offer a competitive benefits package including health insurance, retirement savings plans, paid time off, and more.

Pay

The salary range for this position is $60,000 - $80,000 annually, commensurate with experience.

Schedule

This is an on-site position based in Bristol, RI.