CSR (Customer Service Representative) II

Position Title: CSR (Customer Service Representative) II

Department: Project Management

Reports To: Director of Project Management

FLSA Classification: Non-Exempt

Job Type: Full-Time (On-Site)

Schedule: Monday–Friday

About Piping Technology & Products (PT&P)

Founded in 1978 and based in Houston, TX, PT&P is a leading manufacturer of engineered pipe supports and other piping system products used in power, refining, chemical, and related industries. We’re known for fast turnaround, reliable quality, and a strong commitment to helping our customers keep critical infrastructure running. With a wide range of in-house capabilities, PT&P continues to grow while staying focused on innovation, service, and long-term partnerships. Join our team and help deliver solutions that keep critical infrastructure running safely and efficiently.

Position Summary

The Customer Service Representative – Manufacturing serves as a key connection between PT&P customers and internal operations teams. This position keeps customers informed throughout the manufacturing process by providing timely, accurate updates, researching order details, answering questions, and coordinating the resolution of order-related concerns.

The ideal candidate is a responsive, organized communicator who enjoys supporting customers, collaborating across departments, and managing multiple priorities in a fast-paced manufacturing environment.

Key Responsibilities

• Provide customers with timely and accurate updates regarding manufacturing, inspection, and shipping status.
• Respond professionally and promptly to customer inquiries by telephone and email.
• Review shop-order information and monitor orders throughout the manufacturing process.
• Coordinate with Production, Quality Control, Shipping, Sales, and other internal teams to obtain current and accurate order information.
• Communicate potential delays, schedule changes, shipment updates, and other important developments to customers.
• Assist with resolving order-related concerns by researching details, coordinating follow-up, and keeping customers informed.
• Maintain accurate records of customer communications, commitments, questions, and order updates.
• Follow up on open questions and outstanding customer requests through resolution.
• Build positive, professional working relationships with customers and internal team members.
• Escalate urgent, sensitive, or complex customer concerns to the appropriate department or manager.
• Perform additional customer service and administrative duties as assigned.

Minimum Qualifications

• Preferred Bachelor’s degree from an accredited college or university.
• A minimum of a high school diploma
• Strong verbal and written communication skills with a professional, customer-focused approach.
• Strong organizational skills and the ability to manage multiple priorities, deadlines, and follow-up items.
• Ability to work effectively with customers and employees across multiple departments.
• Basic proficiency with Microsoft Office applications, email, and standard business technology.

Preferred Qualifications

• At least six months of customer service, retail, administrative, or manufacturing-related experience.
• Experience communicating with customers in a manufacturing, fabrication, or industrial environment.
• Experience reviewing production schedules, shop orders, purchase orders, or shipping information.
• Familiarity with enterprise resource planning (ERP) or customer relationship management (CRM) systems.

Working Conditions

• Full-time, on-site position in an office environment located within or near an active manufacturing facility.
• Regular use of a computer, telephone, and other standard office equipment.
• Frequent communication with customers and internal departments by telephone, email, and in person.
• Occasional entry into designated manufacturing or shipping areas while following all applicable safety and PPE requirements.
• Ability to remain seated or standing for extended periods and perform routine office tasks.
• Occasional schedule flexibility may be required to address urgent customer or shipment needs.

Equal Opportunity Employer