Customer Service Representative

Direct Hire Position! CUSTOMER SERVICE REPRESENTATIVE I Mission of the Role (What you will be doing)

The Customer Service Representative (CSR) provides consistent, high-quality customer experience and models exceptional service in all they do to create lasting partnerships by putting customers first. As a key relationship and communication link between the customer, sales, and operations teams, the CSR proactively manages order processing, quoting, inventory coordination, and customer support to ensure timely, accurate, and in-spec delivery of products and services.

• Process and confirm orders and/or communicate what needs to be ordered, the day they are received
• Generate standard quotes within 24 - 48 hours of receipt
• Answer phones by the 3rd ring, and all emails by the end of each day
• Build, maintain, and keep price lists current to protect and maintain GP margins
• Monitor customer order history to maintain GP margins
• Build accurate specs and inventory items within 24-48 hours
• Resolve customer problems and elevate issues immediately to an acceptable, timely, and appropriate resolution
• Monitor customer min/max, open orders, back orders, and inventory levels alerting customers immediately to changes to deliver in full, on time, and in spec (DIFOTIS)
• Must frequently use independent discretion, judgment, and decision-making skills to achieve quality and performance standards in a fast-paced environment
• Serve as liaison with sales, purchasing, design, manufacturing and shipping
• Proactively manage inbound leads and house accounts by identifying customer needs, recommending suitable products, and guiding them through the sales process.
• Support outside sales efforts by preparing sales materials, sharing customer insights, and assisting with quote and order follow-ups.
• Update digital filing system daily.

• Prepare proposals and miscellaneous correspondence
• Facilitate new item set up including tapoffs, proof approval etc.
• Maintain thorough customer records
• Monitor and resolve slow payment issues
• Assist with slow-moving inventory
• Expedite material based on customer needs
• Upsell and cross-sell where appropriate by understanding customer applications and offering tailored solutions.
• Follow up on open quotes, lost opportunities, and past customer activity to generate new sales and strengthen account relationships.

• High School diploma/GED
• Bachelor’s degree in Business Administration, Supply Chain Management, Communications or related field or equivalent work experience preferred
• Experience in a customer service role preferred

• Strong organizational skills; ability to prioritize tasks
• Demonstrated initiative in personal professional development
• Basic arithmetic including gross profit calculations
• Attention to detail and accuracy
• Proficiency in Microsoft Office including Excel, Word, PowerPoint and Outlook
• Ability to communicate effectively in writing, verbally over the phone, and in person
• Maintain regular and punctual attendance

Annual Salary $46,800 +/-