Customer Service Rep II

Position Summary/Objective

The Customer Service Representative II role is a detail-oriented, customer-focused position responsible for supporting end-to-end service operations, including order management, shipping coordination, sales support, and administrative assistance related to government contracts. This role operates in a fast-paced environment, requires effective communication across multiple departments, and plays a key part in maintaining strong, ongoing customer relationships.

1st Shift: Monday to Friday, 8:30am - 5:00pm

Pay rate: $26/hr - $31/hr

Essential Functions & Responsibilities:

• Serve as the primary contact for customer inquiries, quotes, sales orders, and shipment updates.
• Process customer orders and maintain accurate account and order records.
• Coordinate with production, logistics, sales, and accounting teams to ensure timely delivery and customer satisfaction.
• Resolve customer complaints and provide timely follow-up and corrective action.
• Prepare quotes, freight quotes, shipping documents, certifications, and related paperwork.
• Support government contracts administration including bid portals, reporting, compliance tracking, invoices, and documentation.
• Maintain sample requests and assist with sample room organization and processes.
• Create daily and weekly sales reports and assist with internal reporting analysis.

Secondary Functions & Responsibilities:

• Provide backup support for customer service team functions and reception coverage as needed.
• Participate in production meetings and assist with follow-up on open orders and shipping schedules.
• Assist with inside sales follow-up and outreach to inactive customers.
• Support SOPs, Lean, 5S, and safety initiatives.
• Cross-train to support multiple divisions and customer service functions as needed.
• Perform additional duties and special projects assigned by management.

 Education & Experience

• 3–5+ years of customer service experience preferred.
• Strong communication, organization, and multitasking skills.
• Proficiency in Microsoft Office, especially Excel and Word.
• Shipping, logistics, ERP, or government contract experience is a plus.
• Detail-oriented with strong problem-solving abilities.
• Experience with international shipping requirements a plus
• Must be detail-oriented.

The Brickle Group is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy-related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. The Brickle Group also prohibits discrimination based on menopause and related medical conditions, including vasomotor symptoms such as hot flashes and night sweats. The Company will provide reasonable accommodations for menopause related limitations unless doing so creates undue hardship.