Customer Service Representative

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3 days ago Requisition

Salary Range: $20.23 To $25.83 Annually

EDCO | Frederick, Maryland
Full-Time | On-Site

Pay: $20.23/hr-$25.83/hr based on experience

At EDCO
, we manufacture professional-grade equipment that helps contractors and professionals get the job done. Our customers depend on us for quality products, knowledgeable support, and responsive service—and our Customer Service team plays a critical role in delivering that experience.

We are looking for a Customer Service Representative who is professional, personable, detail-oriented, and genuinely enjoys helping people. This is more than an order-entry or call-center position. You will build relationships with EDCO customers, help solve problems, follow up on opportunities, and work closely with teams throughout the company to make sure our customers receive the support they need.

If you enjoy talking with customers, solving problems, staying organized, and being part of a close-knit team
, we'd love to hear from you.

• Serve as a primary point of contact for EDCO customers by phone and email.
• Respond to customer questions regarding products, parts, accessories, pricing, availability, orders, and shipping.
• Provide accurate, timely, and professional assistance while maintaining a positive attitude—even when handling challenging customer situations.
• Follow customer requests through to resolution and keep customers informed when an immediate answer isn't available.
• Proactively reach out to customers to follow up on orders, quotes, backorders, product availability, and other needs.
• Follow up on significant orders when appropriate to make sure the customer's needs were met.
• Reconnect with customers who have not purchased recently as part of EDCO's customer outreach efforts.
• Share relevant EDCO products, accessories, resources, training materials, promotions, and programs when they can provide value to the customer.
• Identify customer needs and opportunities and connect customers with the appropriate Sales team member when additional assistance is needed.

• Enter and process customer orders accurately in EDCO's ERP system.
• Prepare and process customer quotes.
• Verify customer information, pricing, part numbers, quantities, shipping information, and other order details.
• Assist customers with order status, expected ship dates, tracking information, and delivery questions.
• Coordinate with Inventory, Production, Shipping, Accounting, Engineering, Sales, Marketing, and other departments to obtain accurate information and resolve customer needs.
• Maintain accurate records of customer transactions and communications.
• Document meaningful customer outreach and relevant information in the appropriate CRM system.

• Develop a working knowledge of EDCO machines, accessories, parts, and their basic applications.
• Learn the differences between EDCO product categories and provide basic product guidance to customers.
• Use EDCO product literature, manuals, training materials, videos, and internal resources to assist customers.
• Participate in product and application training.
• Continue developing product knowledge as EDCO introduces new products and accessories.

• Work closely with Sales, Marketing, Production, Shipping, Accounting, Engineering, and other departments to provide a consistent customer experience.
• Communicate customer concerns, recurring issues, and potential opportunities to the appropriate department or…