Customer Service Rep

About the Role

This role is responsible for managing the end-to-end customer experience and acting as the primary point of contact for customers. The position supports order management, quotations, escalations, and cross-functional coordination to ensure timely delivery and customer satisfaction. The role requires strong communication skills, attention to detail, and the ability to work in a fast-paced, operational environment.

Key Responsibilities

• Serve as the primary point of contact and represent the company to customers
• Manage customer inquiries via email and phone; support additional channels as introduced
• Generate quotations, including pricing and lead-time details
• Enter and manage customer orders accurately within ERP systems
• Act as a customer advocate by managing escalations and driving issue resolution
• Collaborate with internal teams such as operations, production, and logistics
• Process RMAs, credit/debit requests, and customer complaints
• Maintain accurate documentation and system records
• Generate reports and analyze customer and operational data
• Identify and implement continuous process improvements
• Support cross-functional initiatives to enhance customer experience and efficiency

Qualifications

• Associate degree
• 3+ years of experience in customer service or a customer-facing role
• 3+ years of hands-on experience using ERP systems
• Strong verbal and written communication skills in English
• Proficiency with Microsoft Office (Outlook, Word, Excel)
• Ability to understand high-level technical or engineered products
• Typing speed of 60 WPM using 10-key

Nice-to-Have Qualifications

• SAP ERP experience
• Experience in production or operations environments
• Experience supporting both B2B and direct-to-end-user customers
• Additional language proficiency (French, Spanish, or German)

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