Customer Service Representative

Position Overview

The Customer Service Representative (CSR) serves as a critical link between the company and its customers, delivering exceptional service and support throughout the customer experience. This role is responsible for providing accurate product and service information, preparing quotes, processing orders, managing customer inquiries, and resolving issues in a timely and professional manner. The CSR works closely with internal teams to ensure seamless order fulfillment, customer satisfaction, and operational efficiency while maintaining a customer-first mindset.

Main Responsibilities

Customer Service & Account Support

Conduct daily customer interactions through various communication channels to:

·        Respond to customer inquiries promptly and professionally

• Provide accurate information regarding products, services, and order status
• Confirm product availability and delivery timelines
• Build and maintain strong customer relationships through proactive communication
• Manage a high volume of incoming calls, emails, and customer requests
• Handle customer concerns and complaints, providing effective solutions and timely follow-up
• Document customer interactions and maintain detailed records

Quoting & Order Management

• Prepare accurate and timely customer quotations
• Process and enter customer orders with a high level of accuracy
• Maintain organized records of quotes, cost estimates, and supporting documentation
• Manage multiple priorities and deadlines while handling high quote and order volumes
• Process urgent requests and rush orders as needed
• Monitor order status and coordinate with internal departments to ensure on-time fulfillment

Product Knowledge & Customer Education

• Develop and maintain a thorough understanding of the company's products and services
• Provide detailed product information, specifications, features, and applications
• Assist customers in selecting products that best meet their needs
• Educate customers on proper product use, maintenance, and troubleshooting
• Stay informed on industry trends, product updates, and pricing changes

Cross-Functional Collaboration

• Partner with Technical and Engineering teams on custom and special-order requirements
• Collaborate with Business Development, Production, and Shop teams to resolve order-related issues
• Support initiatives that improve customer satisfaction and operational processes
• Ensure customer service activities align with established service level expectations and company objectives

Skills

• Customer-focused mindset with a commitment to delivering exceptional service
• Strong interpersonal and communication skills
• High emotional intelligence with the ability to adapt to various customer situations
• Excellent problem-solving and conflict-resolution abilities
• Strong organizational skills and attention to detail
• Ability to prioritize tasks and manage multiple responsibilities simultaneously
• Team-oriented with the ability to collaborate across departments
• Technical aptitude with the ability to troubleshoot basic customer issues
• Adaptability and willingness to learn new processes, products, and technologies
• Proficiency in Microsoft 365 applications

Experience

• Minimum of 2 years of customer service, customer support, or client services experience
• Minimum of 2 years of experience utilizing CRM systems and customer service best practices
• Experience managing customer quotes, orders, and account support activities
• Experience with SAGE 100 ERP preferred

Education

• High School Diploma or equivalent required
• Associate or bachelor’s degree in business, Communications, or a related field preferred

Physical Requirements

• Ability to remain seated and work at a computer for extended periods
• Ability to occasionally lift and carry items weighing up to 15 pounds

Compensation:

At ABH Manufacturing, we believe in offering competitive compensation to motivate and retain our employees. More information will be given throughout the process.

ABH Manufacturing provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, or genetics. In addition to federal law requirements, ABH Manufacturing complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Architectural Builders Hardware Manufacturing, Inc. (ABH Manufacturing Inc.) is a family-owned manufacturer of high-quality construction products, including door hardware, exterior aluminum entrance solutions, and interior aluminum solutions. Established in 1990 and based in Itasca, IL, the company has grown to become a reputable provider of engineered door hardware solutions within the construction industry. ABH Manufacturing's products are used worldwide. We are committed to manufacturing our products to the highest quality standards while building strong relationships with our customers.

Fostering an entrepreneurial environment and finding individuals that are in alignment with our core values: passionate, dedicated, and open to change. Looking for team members that want to thrive for personal development and continue helping the growth of ABH.