Customer Service Representative

About the role

Tapecon, Inc. is seeking a Customer Service Representative to join our team in Buffalo, NY. This position will be full-time regular, working the first shift with 40 hours per week.

Responsibilities

• Coordinate customer product inquiries, including past, current, and prospective orders.
• Directly handle the day-to-day needs of existing customers for house accounts and outside sales reps.
• Use knowledge of capabilities, processes, and materials application for customer/salesperson input and guidance.
• Aid outside sales reps with customer leads and provide recommendations for product improvements.
• Accurately complete and submit Request for Quotes (RFQs) in a timely manner, ensuring all customer specifications are clearly understood and addressed.
• Collaborate with estimating and production teams to validate pricing and feasibility before sending quotes/estimates.
• Follow up on outstanding RFQs to maintain momentum and demonstrate responsiveness.
• Serve as the primary point of contact for customer complaints, ensuring prompt acknowledgment and resolution.
• Document all complaints thoroughly and escalate issues when necessary to appropriate departments.
• Track complaint trends and contribute to root cause analysis and corrective action planning.

Requirements

• Bachelor's Degree in Business or related discipline preferred or 2-year degree with equivalent work experience.
• 5+ years of customer service experience.
• Experience with Enterprise Resource Planning system (ERP) highly preferred.
• Experience with technical drawings highly preferred.
• Experience with technical sales highly preferred.

Qualifications

• Familiarity with lean, Six Sigma, or other continuous improvement methodologies preferred.
• Technically adept in interpreting blueprints, drawings, and specifications relevant to customer needs.

Skills

• Proficient in handling RFQs, customer complaints, and onboarding processes with attention to detail and urgency.
• Collaborative approach to working with Business Development Managers, ensuring shared accountability and seamless communication.
• Ability to navigate and leverage ERP and other systems to streamline workflows and improve operational efficiency.
• Effective communicator with excellent written and verbal skills for both internal and external interactions.
• Strong organizational and time management skills to support fast-paced, dynamic environments with composure and precision.

Abilities

• Strong customer advocacy mindset with the ability to represent the voice of the customer across departments.
• Skilled in managing multiple projects and priorities simultaneously while maintaining composure and service excellence.
• Continuous learner with a proactive attitude toward mastering internal systems and tools.
• High emotional intelligence and interpersonal skills to foster trust and teamwork across departments.

Physical Requirements / Working Conditions

The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, walk, climb, stoop, kneel, and crouch. The employee is occasionally required to balance or crawl. The employee is required to regularly operate a computer and other office machinery such as a copy machine and printer.

Apply

To apply, please visit our website: http://www.tapecon.com