Customer Service Representative

At TSN, the Customer Service Representative role exists at the intersection of customer care, sales support, and operational coordination. The work is not simply about responding to requests or processing transactions. It is about serving customers and coworkers through accurate communication, reliable follow-through, sound judgment, and responsible stewardship of information, commitments, and relationships.

We want to say this plainly and without exaggeration:
Our commitment to glorify God through our work drives us to invest intentionally in every team member's professional, personal, and intellectual growth - with excellence and purpose. This is not because we promise comfort, but because we intentionally invest in people as whole individuals, honoring the inherent dignity and worth that every person brings to our workplace.

TSN's leadership strives to honor God through the way we serve employees, customers, and the community. Our culture, leadership, and approach to manufacturing excellence are grounded in the conviction that every person is created in the image of God (Imago Dei) and therefore possesses intrinsic dignity, worth, reason, responsibility, and untapped potential. This belief shapes our commitment to treating every employee, customer, vendor, and community member with respect, humility, integrity, and excellence.

We are unapologetically a People First organization - not as a slogan, but as our operating system.

Our mission is to deliver high-quality, precision-built steel fabrication and manufacturing solutions through a vertically integrated production model while building a culture where people have the opportunity to grow and flourish personally, professionally, intellectually, and, where meaningful to them individually, spiritually, with excellence and joy - all for the glory of God and the good of those we serve.

As a Customer Service Representative, you provide responsive customer support and coordinate sales-support activities across the customer lifecycle. You serve as a central point of coordination for customer inquiries, quotations, orders, returns, shipping information, and routine account needs while supporting the Business Development Manager and internal teams with accurate communication and reliable follow-through.

This role requires strong communication, organization, attention to detail, problem-solving, and sound judgment. You will manage multiple customer requests and deadlines, maintain accurate information in business systems, coordinate across internal teams, and elevate technical, pricing, account, or project-related matters to the appropriate responsible team member.

This is a full-time, Monday-Friday, in-office position. Core business hours apply in accordance with the employee handbook to provide consistent customer and internal team support.

The role supports communication, coordination, documentation, and follow-through while technical recommendations, pricing decisions, and business-development ownership remain with the appropriate responsible team members.

• Respond promptly and professionally to customer inquiries and concerns by phone, email, and in person.
• Provide timely updates regarding quotations, orders, returns, shipping status, product availability, and routine customer requests.
• Follow up with customers regarding satisfaction, ongoing needs, and open service matters; build positive relationships through accurate information and reliable follow-through.
• Greet walk-in customers and coordinate assistance with the appropriate internal resource.
• Initiate outbound calls or emails to current and prospective customers regarding new products, service updates, and other offers.
• Support the Business Development Manager with customer communications, account administration, follow-up activities, and project or opportunity information.
• Receive and document incoming sales inquiries, gather relevant customer and project details, and route opportunities to the Business Development Manager or appropriate internal resources.
• Prepare and process quotations, orders, returns, and supporting customer documentation.
• Maintain accurate customer, account, quotation, order, and opportunity information in ERP, CRM, and other reporting systems.
• Coordinate routine follow-up on open quotations, customer requests, and action items…