Customer Service Representative

About the role

We are seeking a proactive and highly organized Customer Service Representative (CSR) to support daily operations at our Somerset, KY Service Center. This role is essential for ensuring efficient customer communication, accurate service order handling, and overall coordination in a small, fast-growing team environment. The position works closely with the Service Manager and supports overall operational execution.

Responsibilities

• Act as the primary point of contact for customer inquiries related to service, repairs, and support cases.
• Cook up service requests, ensuring clear communication between customers, technicians, and internal stakeholders.
• Provide timely updates on repair status, turnaround times, and shipment tracking.
• Create and manage service orders, RMAs, and cases in SAP and/or service management systems (e.g., Jira).
• Ensure all customer data, asset information, and service details are accurately recorded.
• Maintain an eye on open cases and proactively follow up to ensure timely closure.
• Cook up logistics and administrative support, including coordinating with logistics for incoming and outgoing shipments, ensuring proper documentation and customer communication.
• Aid in quote preparation, invoicing coordination, and basic commercial follow-up.
• Support reporting requirements related to service activities and customer agreements.
• Ensure all transactions and communication align with contractual obligations and internal procedures.
• Maintain proper documentation for audits, including government and commercial customers where applicable.
• Provide administrative and coordination support to the Service Manager.
• Contribute to continuous improvement initiatives as the Somerset site continues to grow.

Qualifications

• Experience in customer service, service coordination, or administrative support, preferably in a technical or logistics environment.
• Familiarity with ERP systems (SAP preferred) and/or service management tools (e.g., Jira).
• Strong communication skills and structured, detail-oriented approach.
• Ability to multitask and thrive in a small, hands-on team environment.
• Proactive mindset with a focus on customer satisfaction and operational efficiency.
• Team player who understands the dynamics of a small, growing operation.
• Flexible and adaptable, willing to take on ad hoc tasks and responsibilities as required.
• Service-oriented with a hands-on and solution-driven mindset.
• Willingness to travel occasionally as required to support operations and training.

Requirements

• Must be either a U.S. citizen, U.S. national, legal permanent resident, asylee, refugee or must be eligible to apply for and obtain the appropriate export control license from the U.S. Departments of State or Commerce.

Skills

• Customer service skills
• ERP system proficiency (SAP preferred)
• Service management tool proficiency (e.g., Jira)
• Communication and organizational skills
• Problem-solving and multitasking abilities
• Adaptability and flexibility
• Travel ability (occasional)

Benefits

• Competitive compensation package
• Health insurance options
• Paid time off
• Professional development opportunities

Pay

Commensurate with experience.

Schedule

Full-time.