Customer Service Representative

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Regular Full-Time Colonial Heights, VA, US

Salary Range: $50,000.00 To $60,000.00 Annually

"Customer Comes First"

To define clear expectations for Customer Service to ensure consistent execution, strong sales partnership, and a best‑in‑class customer experience aligned with the Lindenmeyr brand.

Customer Service plays a critical role in supporting Sales, operations, and customers by executing orders accurately, communicating proactively, and reinforcing Lindenmeyr’s reputation for reliability, responsiveness, and service excellence.

• WIN AS ONE approach
  - Answer all inbound calls in a timely and professional manner
• Act as an extension of the Sales team
• Communicate order status, pricing, and lead times proactively
• Flag risks and customer concerns immediately
• Support onboarding and key initiatives

Performance Standard:
Timely, accurate execution that builds trust and supports Sales

• Respond promptly and professionally
• Own requests from start to resolution
• Communicate delays and next steps clearly
• Maintain a solution-oriented mindset

Performance Standard:
Customers experience Lindenmeyr as reliable and easy to work with

• Verify items, specs, and description for all direct/warehouse orders internally and with the mill before processing.
• Ensure correct pricing, quantities, and delivery details
• Follow all internal and vendor processes
• Maintain accurate documentation and invoicing

Performance Standard:
Orders are executed right the first time

• Use ERP, CRM, and workflows consistently
• Escalate issues with solutions

Performance Standard:
Dependable execution with minimal oversight

• Support team coverage
• Identify process improvements
• Adapt to change

Performance Standard:
Team-first mindset supporting growth

Performance is evaluated using a combination of day-to-day execution, behavioral consistency, and overall contribution to team and customer success
.

Semi-annual performance reviews will be conducted to evaluate overall performance based on the following:

• Responsiveness and follow-through
• Order accuracy
• Process adherence
• Support for customer retention and satisfaction
• Attendance, reliability, and dependability
• Professionalism and workplace conduct

Managers will also consider:

• Consistency of performance over time
• Willingness to improve and adapt
• Initiative and ownership of responsibilities
• Contribution to team collaboration and overall service quality

Performance reviews are intended to provide constructive feedback, recognize accomplishments, identify development opportunities, and support ongoing employee growth and success.

• Tuesday through Thursday:
  All employees in office