Customer Service

Job Details

• Job Category:
  Sales
• Employee Type:
  Regular
• Required Degree:
  High school
• Travel: 5%
• Manages Others:
  No

We’re Hiring! Customer Service Representative. Mar-Bal, Inc. is seeking a Customer Service Representative for our Painesville, OH facility. In this role, you’ll be the communication link between our manufacturing team and customers, helping manage injection and compression molding orders while providing outstanding customer service.

• Respond promptly to customer inquiries.
• Process all purchase orders, enter orders into system, distribute order information to departments, handle change notices.
• Respond and process all telephone orders from customers.
• Work with customers and senior sales representative to answer questions and provide accurate information about our products.
• Contact customers via telephone, fax, or mail regarding any issues with orders; may need to make customer visits to build relationships with key contacts.
• Receive customer inquiries and concerns, communicate the information to appropriate team members.
• Gather required paperwork for proof of delivery and/or claims.
• Record initial information on RMA forms, relay the information to Quality Control and Production Departments.
• Maintain specific customer master file and ship-to information.
• Process all required customer EDI files (inbound orders, outbound acknowledgements, and invoices).
• Monitor and maintain data on Customer portals (PO retrieval, order acknowledgment, pack slip entry, etc.).
• Communicate with manufacturing operations to determine production/demand planning, develop past‑due order plans for customers when necessary.
• Manage system price changes when received from the Sales/Quoting Department, deactivate old prices.
• Process customer consignment consumption for invoicing; manage customer VMI levels where applicable.
• Conduct inventory count maintenance of customer finished goods and purchased components.
• Reconcile inventory counts to system through reporting and cycle‑count module.
• Communicate closely with Production, Quality, and Shipping teams.

• High school education; some college education helpful.

• Ability to stay calm when customers are stressed or upset; maintain a positive, empathetic, and professional attitude toward customers at all times.
• Competent with Microsoft Office (Word, Excel, PowerPoint, Outlook) and other related software using a Windows platform.
• Collaborate effectively with team.
• Multi‑task effectively.
• Excellent communication skills – oral, written, and strong presentation skills; communicate effectively and professionally with diverse individuals, including production employees, staff associates, various department managers, Plant Leadership Teams, and Executive Committee.
• Demonstrate sound judgment and the ability to make consistent decisions.
• Resourceful and highly organized, able to manage multiple priorities.
• Professional image and demeanor.
• Track and manage issues through to completion.
• High integrity, honesty, and ethical behavior.
• Two‑motor certification.

Mar‑Bal, Inc. reserves the right to revise or change job descriptions, duties, and responsibilities as the need arises. This description does not constitute a written or implied contract of employment.