Customer Service & Operations

CUSTOMER SERVICE & OPERATIONS

As a key member of our Customer Service & Operations team, you will manage assigned customer accounts with a focus on delivering exceptional customer experience while supporting sales growth and profitability. In this role, you will serve as a primary point of contact for customers, handling orders, inquiries, and issue resolutions in a timely and professional manner. You will build and maintain strong working relationships with customers and internal sales teams, acting as a vital communication link to ensure customer needs are understood and met.

By leveraging your knowledge of products, services, inventory availability, sales territories, and customer requirements, you will help drive customer satisfaction and business success. Success in this position requires strong analytical and problem-solving skills, sound judgment, and a customer-focused approach. You will utilize your understanding of products, processes, and services to provide effective solutions and support a positive customer experience.

This position offers a hybrid work schedule. Employees may work remotely at home at a maximum of one day per week upon approval, with the remaining workdays performed on-site at our Archbold, Ohio location.

• Provides advanced product and service information and responds to complex customer questions about those products and services. Maintains documentation to support decision making and ensure continuity of service.
• Handles the entire order process, from receiving purchase orders to confirming inventory, delivery dates, and coordinating special or custom orders with other departments.
• Review and issue product returns, credit memos and document requests.
• Make calls to customers to develop new and deepen existing relationships. Acts as a first point of contact for resolving customer queries and/or complaints.
• Responds to and resolves complex or advanced issues promptly and appropriately. You must have a strong customer focus, able to listen carefully and identify customer requirements and negotiate mutually beneficial solutions.
• Utilize customer relationship management tool to maintain customer information and business development activities.
• Provides exceptional service to customers to encourage continued use of our products and services. Maintaining strong communication with internal (Supply Chain, Marketing, Sales, Engineering, Manufacturing, Finance, and IT) and external partners.
• Learns company policies, procedures, and regulations to ensure work meets standards. Follows guidelines for setting prices and profit margins. Use Excel or ERP systems to manage orders and track shipments.
• Improves skills by taking part in assessments, development planning, and both formal and informal training. Stays up to date on technology, regulations, and industry best practices.

• Associate’s degree or higher preferred
• Minimum 2 years customer service or sales experience in an industrial, commercial or manufacturing environment preferred
• Experience working in a cross-functional environment where coordination with sales, shipping, engineering, and production is preferred
• Demonstrated proficiency in Microsoft Office Suite;
  Prior experience with an ERP/CRM system and maintaining data integrity
• Effective written and verbal communications, prioritization, and follow up.
• Analytical and problem-solving skills to help identify customer needs.

• Competitive base compensation commensurate with experience

• 401(K) with a 4.5% company match effective the first full month after 90 days of employment.
• Excellent health, dental, and vision coverage available on the first day of employment.