Customer Service Representative

The Customer Service Representative plays a critical role in delivering a positive customer experience by providing expert support in machine troubleshooting, spare part identification, order processing, and proactive communication. This position is responsible for ensuring customer needs are fully understood, addressed promptly, and resolved to the highest standard. By serving as a key point of contact, the Customer Service Representative helps build strong customer relationships and contributes directly to customer satisfaction and loyalty.

This role reports to the Customer Service & Inside Sales Manager.

Order intake:

• Sales order processing, including order entry through Salesforce, customer credit verification, new customer set-up, and order follow-up.
• Receive and process order requests from customers in an efficient and expedient manner.
• Provide price and availability information for service, spare parts, and new equipment.
• Sales Technical Support:
• Provide machine repair and troubleshooting advice to customers using excellent telephone skills and in-depth knowledge of Machine Works’ equipment.
• Properly escalates the most complex issues to appropriate personnel for resolution, and tracks issues through to completion, ensuring necessary follow-through on all open items.
• Respond to customer calls, emails, and faxes pertaining to quotes, RMAs, and follow-up on orders.
• Liaison among customers, internal operations, and field sales personnel, regarding information related to customer orders and inquiries. Acknowledge orders through the e-commerce website, following the same process as an order entry

• Complete other assigned tasks as assigned.
• Cross Training (cover areas when individuals are on vacation.

• Bilingual (English/Spanish) required. This role requires the ability to communicate clearly and professionally in Spanish, both verbally and in writing, to assist Spanish Speaking customers with questions and support needs
• High school diploma, required
• A.S., B.S., B.A., preferred
• Related experience in Supply Chain, Customer Service, or Logistics, preferred (2 to 3 years)
• Hands on experience with order entry, required (2 to 3 years)
• Mechanical background in automotive and electrical systems, required (2 to 3 years)
• Experience with , preferred
• Knowledge of SAP ERP operating systems, inventory management, manufacturing processes, production scheduling, required (2 to 3 years)
• Ability to read and interpret diagrams and technical prints

Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.

Employees have the flexibility to choose the benefits that best fit their individual needs:

Health and Wellbeing - Supporting your wellbeing, to thrive in life and work

• Medical, Prescription Drug, Vision, and Dental Insurance
• Healthcare Savings Account and Flexible Spending Account options
• Live Well Wellness Program
• Employee Assistance Program (EAP)
• Paid Time Off and Paid Parental Leave

Retirement and Protection - Helping to make the future life you want a reality

• 401(k) with Company Match, Retirement Accumulation Plan (RAP), Cash Balance Pension Plan
• Company-provided Life Insurance, AD&D, Short-Term Disability
• Voluntary employee and dependent life insurance, Long-Term Disability, Critical Illness, and Accident Insurance

Additional Benefits - Helping shape the experience and impact you want