Customer Service Representative
About the role
The Customer Service Representative is the primary interface between customers and Washington Mills’ manufacturing plants, handling order entry, billing, shipping, returns, credits, debits, and complaints while coordinating with production, sales, and shipping teams.
Position: Full‑Time, Salaried. Locations: North Grafton, MA or Tonawanda, NY.
Washington Mills, founded over 150 years ago, is a trusted producer of abrasive, ceramic and refractory grains and powders, serving thousands of customers with the broadest selection of specialty electro‑fused minerals. Guided by honesty, integrity and reliability, the company operates globally with sites throughout North America and Europe.
Responsibilities
- Enter orders into ERP system accurately
- Communicate with production and sales to fill customer orders and maintain effective lines of communication
- Pro‑actively manage customer orders and spot opportunities to up‑sell as well as steer orders based on plant scheduling
- Maintain continual communication with customers via phone and email, taking orders and updating order status
- Customer invoice and billing
- Track and report on customer complaints
- Work in a team environment, as a team player, to complete the work required to provide the customer with exceptional service
- Run and read inventory reports
- Attend quality, safety and other meetings as necessary
Requirements
- Able to work Monday‑Friday, 40 hours per week, in an office environment
- Spanish speaking a plus
- Comfortable using Office365 products
- Experience using an ERP & CRM
Skills
- Detail‑oriented (double‑checks work)
- Calm, upbeat and steady demeanor
- Organized
- Excellent phone presence
- Good communicator and great listener
- Not afraid of the phone and enjoys talking to customers
- Cheerful, people‑oriented with a business‑like and helpful manner
- Able to work in a fast‑paced environment and motivated to help out wherever needed
- Not deterred by challenges
Benefits
- Heavily subsidized medical and dental plans
- 401(k) with employer match and discretionary employer contribution
- Company‑paid life insurance
- Immediate paid vacation and generous holiday time
- Family‑friendly sick and personal leave policies
- Opportunities for career development
Pay
The national pay range for this position is $50,000.00 – $60,000.00 per year, depending on experience (base pay may vary by geographic region, job‑related knowledge, skills, and experience).
Schedule
Monday‑Friday, 40 hours per week.