Customer Service Representative

JOB PURPOSE or JOB SUMMARY:

The Customer Service Representative is responsible for providing exceptional service to internal and external customers by processing quotations, entering orders, answering customer inquiries, and coordinating order fulfillment. This position develops product knowledge and business process understanding while building strong customer relationships and supporting the company's growth objectives.

This is an entry-level position designed for individuals who are developing their knowledge of products, systems, and customer service processes.

ESSENTIAL DUTIES and RESPONSIBILITIES:

Customer Support

• Respond promptly to customer phone calls and emails. 
• Process customer quotations and sales orders accurately and efficiently. 
• Provide order status, pricing, availability, and lead time information. 
• Escalate technical or complex customer inquiries when appropriate. 
• Resolve routine customer issues while maintaining a positive customer experience. 
• Document customer returns, complaints, and quality concerns. 

Order & Quote Processing

• Prepare quotations using established pricing and procedures. 
• Enter customer purchase orders accurately into the ERP system. 
• Send order acknowledgements. 
• Coordinate with Purchasing and Operations to obtain order status. 
• Maintain accurate customer and order documentation. 

Customer Relationship Development

• Build positive working relationships with customers and internal teams. 
• Demonstrate professionalism, responsiveness, and accountability. 
• Learn company products, vendors, and business systems. 
• Identify opportunities to upsell or cross-sell products and services.

COMPETENCIES:

• Strong communication skills 
• Customer-focused mindset 
• Organization and attention to detail 
• Teamwork and collaboration 
• Willingness to learn 
• Basic computer proficiency, including Microsoft Office applications (Excel, Outlook, Word)

PHYSICAL AND MENTAL DEMANDS:

• Frequently required to sit at a desk orworkstation for long periods of time
• Ability to work at a computer terminal for extended periods of time

The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position, with or without reasonable accommodation.

WORKING ENVIRONMENT:

• Work hours average 40 per week with typical hours of operation being Monday through Friday 8am-5pm; may require additional hours, including evenings and weekends, depending on business needs.
• Work is typically performed on-site in an office environment.
• Work may be performed in a manufacturing/factory environment.

Tools and Equipment Used

• Personal computer, copier, fax/scanner, phone, and other typical office equipment

Travel

• Up to 10% of the time

The work environment characteristics described here are representative of those an individual may encounter while performing the essential functions of this position, with or without accommodation.

• High school diploma or equivalent.
• 1+ years of experience in customer service
• Demonstrated ability to learn new systems and processes