Customer Service Representative​/Lead

Customer Service Representative/Lead

Decatur Diamond, a privately held, US manufacturer of diamond-based, precision cutting tools, is seeking a qualified Customer Service Representative for our production facility located in Decatur, Indiana.

Decatur Diamond has a broad offering of diamond-based industrial cutting tools. Our products include the Ultra Mill milling cutter, diamond-based cartridges, inserts, fixed-pocket brazed tools, CVD-coated solid carbide rounds and inserts, and very high precision diamond-based complex rounds such as automotive reamers, valve seat and guide tools.

We are seeking a dynamic and experienced Customer Service Representative to join our department. This is a small department with two positions. The selected applicant will be willing and able to take a lead role within the department. The successful candidate will have the opportunity to earn the position of Customer Service Manager within 12 to 18 months based on performance.

Our customer service department operates in a fast-paced manufacturing environment.

The hours for this position are 8:00 AM – 5:00 PM, Monday through Friday.

• Customer Relationship Management:
  Act as the primary escalation point for complex customer issues, maintaining strong relationships with key accounts and ensuring proactive communication regarding order status, delays, and resolutions.
• Quote Processing:
  Act as liaison between Customer/Outside Sales and Engineering, initiate RFQs through completion, and communicate final quote to Customer/Outside Sales.
• Order and Shipping Coordination:
  Oversee the order entry and processing cycle, coordinating closely with sales, production, quality, and shipping departments to ensure timely and accurate delivery of products.
• Process Improvement:
  Analyze feedback and data to identify areas for improvement and implement solutions to streamline operations and reduce errors.
• Performance Tracking and Reporting:
  Monitor and report on key performance indicators (KPIs) such as customer satisfaction, on‑time delivery, and order accuracy.
• Product Knowledge:
  Ensure the team maintains comprehensive knowledge of the company's product lines, specifications, and industry standards to provide accurate information and technical advice to customers.

• Ideally have 3 years of experience in customer service/inside sales, preferably within a manufacturing or industrial environment.
• Experience, ability and willingness to work across functional departments.
• Familiarity with Enterprise Resource Planning (ERP) or Customer Relationship Management (CRM) systems.
• Eager to learn, progress and aspire to the Customer Service Manager position.

• Excellent written and verbal communication, interpersonal, and leadership skills.
• Strong problem‑solving, decision‑making, and analytical abilities with a data‑driven approach to process improvement.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Ability to work in a fast‑paced environment, multitask, and adapt to shifting priorities.

Decatur Diamond, LLC offers a competitive and comprehensive benefit package, including medical, dental, vision, 401(k) with both base and matching contribution, paid holidays and vacation, long‑term and short‑term disability, and life insurance.