Customer Service Representative

Description

Join a Team Where Customer Service Drives Success

At Eastern Controls (ECI), we believe exceptional customer experiences begin with exceptional people. As a Top Workplace in the Philadelphia region
, we are a family-owned manufacturer's representative providing industry-leading process control solutions, services, and technical expertise to customers across Life Sciences, Chemical, Food & Beverage, Water/Wastewater, Power, Refining, and other essential industries.

For more than 55 years, we've built our reputation on technical excellence, responsiveness, and relationships. If you're detail-oriented, enjoy solving problems, thrive in a collaborative environment, and take pride in delivering outstanding customer service, we'd love to meet you.

As a Customer Service Representative, you'll play a critical role supporting our customers and sales team from quote through order fulfillment. You'll ensure every interaction reflects Eastern Controls' commitment to quality, accuracy, and responsiveness.

• Serve as a trusted point of contact for customers via phone and email.
• Respond promptly to customer inquiries regarding quotes, orders, deliveries, and product information.
• Proactively communicate order updates, shipment delays, and resolution of customer issues.
• Build strong relationships by providing responsive, knowledgeable, and professional support.

• Review customer purchase orders for completeness and accuracy.
• Compare customer purchase orders to quotations and resolve discrepancies.
• Enter and process orders accurately within our ERP system.
• Verify pricing, payment terms, shipping instructions, commissions, and order assignments.
• Coordinate with manufacturers and internal departments to ensure timely fulfillment.
• Escalate complex or high-value orders for additional review when appropriate.

• Monitor open orders and communicate delivery expectations.
• Track critical customer orders and provide proactive status updates.
• Maintain accurate notes and order records within our ERP system.
• Follow up after shipments to ensure customer satisfaction.

• Prepare basic product quotations using established pricing guidelines.
• Follow up with customers to answer questions and support sales opportunities.
• Assist the inside and outside sales teams with timely quote processing.

• Partner with Sales, Accounting, Logistics, Production, and Service to ensure seamless order execution.
• Participate in continuous improvement initiatives and special projects.
• Provide backup support for reception and other administrative functions when needed.

We're looking for someone who combines outstanding customer service with strong organizational skills and a genuine desire to help others succeed.

• Exceptional attention to detail and accuracy
• Outstanding verbal and written communication skills
• Strong problem-solving and critical thinking abilities
• Ability to manage multiple priorities in a fast-paced environment
• Excellent organizational and time management skills
• A positive, team-first attitude
• Professionalism, accountability, and integrity
• Passion for delivering an exceptional customer experience
• Curiosity and willingness to continuously learn our products and industry

Required

• High school diploma or equivalent (Associate degree preferred)
• Experience in customer service, order management, sales support, or inside sales
• Strong Microsoft Office skills, particularly Outlook, Excel, and Word
• Experience working with ERP and/or CRM systems
• Excellent data entry accuracy and organizational skills
• Ability to…