This Customer Service Representative will report to our Customer Service Manager and is an on-site role.
Essential Responsibilities:
- Serve as both the first point of contact and the final resolution for customer inquiries, including order status, expediting, ETA, and shipping updates.
- Respond to RFQs by coordinating with production to confirm accurate pricing and lead times; prepare and send formal quotes with applicable terms and conditions.
- Follow established quoting procedures and ensure all information is complete and correct.
- Set up new customer accounts, maintain and update the customer database, and process all incoming orders, changes, and acknowledgments accurately.
- Maintain clear documentation of customer interactions, including inquiries, transactions, and follow-ups.
- Provide timely updates on lead times, delivery status, and order progress by coordinating closely with the production planner/buyer and sales team.
- Resolve issues by applying problem-solving techniques, communicating cross-functionally, and following up on the RMA process and credit disputes as needed.
- Serve as the main contact for internal and external order updates, collaborating with team members across production, sales, and finance.
- Maintain organized digital files and generate reports from Microsoft 365, QuickBooks, and other systems as required.
- Continuously support the improvement of department processes and perform additional duties as assigned by management.
Key Skills & Competencies:
- Exceptional attention to detail with strong organizational and time-management skills.
- Proficient in Microsoft Office Suite, including Word, Outlook, Excel, and PowerPoint.
- Strong math skills and the ability to quickly and accurately manage data.
- Clear and professional communication abilities, verbal, written, typing, spelling, and grammar.
- Active listening and effective interpersonal skills for engaging with both customers and internal teams.
- Technically inclined with a basic mechanical knowledge and comfort working with industrial products (a plus, but not required).
- Ability to prioritize, multitask, and manage shifting responsibilities in a fast-paced environment.
- Bilingual (English/Spanish) skills strongly preferred but not required.
Basic Qualifications:
- Associate degree required; equivalent combination of education and experience will be considered.
- 2–4 years of customer service or related experience in a professional or technical environment.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and general computer literacy.
- Excellent communication, organizational, and problem-solving skills.
- Ability to learn technical product information and collaborate effectively across departments
Schedules (Currently hiring for both):
- 8:00 AM - 5:00 PM EST
- 10:00 AM - 7:00 PM EST
We offer a comprehensive compensation package in line with market pay that includes a very generous benefits package. Voluntary health, dental, vision benefits on day one of employment! 10 paid holidays per year, paid sick, vacation, maternity/paternity and so much more
