Customer Service Representative

Summary/Purpose

The Customer Service Representative at Hartson-Kennedy® is responsible for maintaining a positive relationship with assigned accounts. The role contributes to an environment that engages the team to perform at the highest level and requires a strong understanding of company policies, processes, and products, along with analytical skills to effectively solve customer problems. The representative ensures customers receive consistently high service.

• Excellent verbal and written communication and interpersonal skills to ensure positive interactions with customers
• Problem‑solving skills to identify problems and recommend effective solutions
• Time‑management skills to respond to customer emails, calls, and messages promptly
• Multitasking and organization skills to handle multiple issues simultaneously
• Effective teamwork to collaborate with coworkers in other departments
• Proficiency with Microsoft Office applications
• Knowledge of ERP systems
• High reliability with an excellent attendance record
• Ability to meet deadlines with strong time‑management skills
• Minimum two years of customer service experience, preferably in a comparable industry

• Maintain and build relationships with current and new customers
• Respond to customer needs and inquiries
• Process orders and quotes in a timely manner
• Ensure effective customer relationships – internal and external
• Participate in regularly planned team meetings
• Communicate and collaborate with team members outside the department
• Own and resolve customer issues
• Provide backup support to team members
• Perform other duties as assigned

• Ability to sit at a desk for extended periods
• Ability to work in an open office environment
• Ability to walk or stand for short periods

• Availability to work Monday – Friday, 8:00 a.m. to 5:00 p.m.
• Availability to work overtime as needed

As part of the Formica Corporation family,
Hartson-Kennedy® (HK) is the trusted partner for premium counter top solutions. Known as custom counter top experts, HK combines craftsmanship, innovation, and a commitment to quality to deliver surfaces that enhance residential and commercial spaces. Our expertise extends beyond Formica products, featuring a curated selection of surfaces from other leading manufacturers to meet any design vision. Joining our team means leading at a flagship facility where you’ll drive operational excellence, support a culture of collaboration, and help shape an environment where every team member can thrive.

• Medical & Prescription Drug Coverage
• Dental Coverage
• Flexible Spending Accounts (Healthcare and Dependent Care)
• 401(k) Savings Plan with Matching provision
• Paid Time Off
• Paid Holidays
• Life & Voluntary Optional Life Insurance
• Short‑Term Disability Coverage
• Voluntary Long‑Term Disability Coverage
• Employee Assistance Program
• Employee Product Purchase Discount

At Hartson-Kennedy®, we bring the Formica Family of Brands to life through stylish, durable, and sustainable surfaces that inspire creativity and deliver value. We’re looking for individuals ready to create their own career path, make an impact, and connect with like‑minded professionals. If you’re passionate about quality, innovation, and helping customers bring their design visions to reality, we want to hear from you.

This job description is not a comprehensive listing of activities, duties, or responsibilities that are required for the position. Responsibilities may change or new ones may be assigned at any time with or without notice.

We are an equal opportunity employer, dedicated to a policy of non‑discrimination in employment on any basis, including race, color, age, sex, religion, national origin or handicap/disability.