Customer Service Representative

2 days ago Be among the first 25 applicants

Location: Troy, Ohio (On-Site)
Reports to: Inside Sales Manager
Hours: M-F, 1st Shift (8:00 am - 5:00 pm)
About ARC Abrasives: At ARC, we don't just make abrasives, we engineer solutions that help our customers grind smarter, finish faster, and work better. As a leading U.S. manufacturer of non-woven abrasives, we pride ourselves on our grit: both the product and the attitude.

We're growing fast and looking for a Customer Service Representative who's equal parts communicator, collaborator, and driver. Someone who gets excited by providing the most detailed and accurate information to our customers and understands the power of precision, and lives to elevate the customer's experience at every touchpoint.

Your Mission To thrive in a fast-paced, high-volume environment that values meaningful interactions across phone, email and in-person platforms. You'll be the face and voice that delivers an unforgettable customer service experience to ARC customers.

Key Accountabilities

• Customer
  
  Experience:
  
  adhering to the CS playbook and providing professional, friendly results in a timely manner
• Customer Focus & Listening
  
  Skills:
  
  active listening, asking questions, and identifying customer needs
• Collaboration:
  
  ensure seamless customer experience by engaging other team members or departments as required or needed
• Product Knowledge:
  Learn ARC products to provide top-tier customer service to the customer

You’ll also create costs for new part numbers, quote new parts and follow up on quotes and samples.

Key Responsibilities

• Respond to customer inquiries via phone, email, in-person, or other social media platforms in a professional, friendly and timely manner.
• Deliver high-quality service by actively listening, asking questions and identifying customer needs.
• Resolve issues with sound judgement, empathy and a sense of urgency.
• Use CRM tools and software to document interactions and update customer records.
• Work collaboratively with team members to ensure seamless customer experience.
• Follow established processes while being detail-minded and adaptable to change.
• Stay composed under pressure and manage time effectively across multiple priorities.
• Meet or exceed performance targets related to response time, resolution rate, and customer satisfaction.

Who You Are

• Customer-Obsessed:
  Everything you do starts and ends with their experience
• Tech-Savvy:
  You are comfortable with Microsoft Office and learning internal systems
• Team Player:
  You work well with others, share knowledge and foster a collaborative atmosphere
• Detail-Driven:
  You can follow procedures precisely while maintaining accuracy under pressure
• Strong Communicator:
  Clear verbal and written communication skills, active listening and empathy
• Resilient:
  You stay calm and focused when handling difficult situations or feedback
• Enthusiasm & Drive:
  You provide energetic interest and excitement every time you talk to the customer and the motivation and determination to achieve your customer's needs
• Curious:
  You crave feedback, chase improvement, and constantly seek the "why"

Qualifications

• 3+ years of experience in a customer service role (manufacturing or industrial space a plus)
• High school diploma or equivalent (associate degree or higher a plus)
• Proficiency in Microsoft Office and customer support tools (CRM systems preferred)
• Exceptional written and verbal communication skills
• Willingness to work flexible shifts, including evenings or weekends (if needed)

Any hiring offers are always contingent on background check and drug screen results.

Referrals increase your chances of interviewing at ARC Abrasives, Inc. by 2x

• Mid-Senior level

• Full-time

• Other

• Abrasives and Nonmetallic Minerals Manufacturing