Customer Service Representative

Introduction

At Senneca, we embrace the entrepreneurial spirit of the innovators that created our brands from traffic doors, to cold storage doors to fiberglass doors and beyond. We are committed to exceeding our customers’ expectations and to provide doors that offer safety and protection to our customers’ most important assets…people, products, capital investments and processes.

Job Summary: The Customer Service Representative supports Subzero Engineering customers across data center containment, cleanroom, and custom enclosure solutions. This position is pivotal in delivery exceptional customer service, through timely communication, accurate order management, and proactive issue resolution.

This role partners with Sales, Sales Application Engineering, Accounting, and other departments to ensure a smooth customer experience from first contact through shipment

Our company offers a comprehensive and competitive benefits package, including medical, dental, and vision insurance; company-paid life insurance; short-term and long-term disability; flexible spending accounts (FSA); health savings accounts (HSA); three weeks of paid time off (PTO); parental leave; 9 paid holidays; various optional benefits; and a 401(k) plan with a company match. We also provide career development opportunities, tuition assistance, and a diverse, inclusive, and welcoming culture making it one of the best in the industry.

• Respond promptly and professionally to customer inquiries across phone, email, and digital platforms.
• Provide accurate information on products, pricing, and order status.
• Address concerns professionally, ensuring timely and effective resolution.
• Build and maintain strong relationships through clear communication, empathy, and follow-through.
• Manage competing customer and order priorities, ensuring orders are processed accurately and within required timelines.
• Prioritize multiple customers’ demands while maintaining accuracy and professionalism under time pressure.
• Facilitate the setting up of new customers in the ERP system, ensuring all data is complete and correct.
• Verify and enter orders into Infor following established naming, revision, and documentation standards.
• Monitor and update order status, providing real-time information to customers and internal teams.
• Collaborate with Operations, Engineering, Sales, and Shipping to ensure on-time delivery and resolve any delays or discrepancies.
• Maintain advanced proficiency in ERP, CRM, and customer support platforms.
• Generate and update reports related to customer orders, service metrics, and performance data.
• Support CRM and project management tools as required.
• Maintain accurate documentation of customer interactions, quotes, and transactions.
• Develop a solid understanding of Subzero products, configurations, and applications.
• Process credits, rebills, and RMAs as approved by leadership.
• Provide accurate shipping and handling quotes for our SAE team.
• Proactively identify and recommend process or service improvements that enhance the customer experience and operational efficiency.
• Maintain regular and consistent attendance.
• Other duties as assigned.

• High school diploma or GED required;
  Associate's degree in Business, Communications, or a related field preferred.
• Minimum of 2 years of customer service, customer support, order management, inside sales support, or related experience in a manufacturing, industrial, technical, or B2B environment.
• Experience processing customer orders, quotes, and maintaining accurate records within an ERP system.
• Proficiency with Microsoft Office Suite (Outlook, Word, Excel) and experience using ERP, CRM, and customer support platforms.
• Demonstrated ability to manage multiple priorities, meet deadlines,…