Customer Service Representative

Job Title: Customer Service Representative

Manager Title Sales Support Manager

FLSA Status: Non-Exempt, Full-Time

FECON, LLC is a vegetation management equipment manufacturer located in Lebanon, Ohio near Kings Island Amusement Park. FECON is known for having very high-quality products and a team culture - and we are growing! We design, build, test, sell and service our equipment consisting of products such as our well-known "Bull Hog" mulchers, the Stump Ex, our high-quality FTX tractors of varying horsepower, as well as many other attachments. We offer competitive wages, full health care benefits and a continuous learning culture for those who want to grow with the company.

Job Summary:

We are seeking a dedicated and professional Customer Service Representative to join our manufacturing company. The ideal candidate will act as the liaison between our clients and internal teams, ensuring that customer inquiries and issues are resolved efficiently. As a key part of our team, you will help maintain positive customer relationships, promote customer satisfaction, and contribute to the smooth operation of our manufacturing processes.

Key Responsibilities:

• Serve as the first point of contact for customer inquiries, complaints, and order-related issues via phone, email, or in person.
• Provide accurate product information, including specifications, availability, and pricing.
• Process customer orders, track shipments, and update order status.
• Coordinate with the production and logistics teams to ensure timely delivery of products.
• Professionally handle customer complaints, offering solutions and alternatives when necessary.
• Work closely with the sales team to ensure customer orders are processed correctly and efficiently.
• Maintain and update customer records in the CRM system, including contact details, order history, and preferences.
• Ensure proper documentation of all customer interactions and follow-up activities.
• Assist in identifying process improvements to enhance overall customer experience.

Qualifications:

• High school diploma or equivalent; bachelor's degree preferred.
• Minimum of 2 years of experience in customer service, preferably within a manufacturing or industrial setting.
• Strong communication skills, both written and verbal.
• Ability to remain calm and professional when handling customer complaints or difficult situations.
• Familiarity with CRM software and MS Office Suite.
• Strong organizational and multitasking skills, with attention to detail.
• Problem-solving skills and a proactive approach to customer issues.
• Knowledge of manufacturing processes and products is a plus.

Physical Requirements:

• Ability to work in an office environment or manufacturing setting as needed.
• Ability to talk and hear to enable effective communication.
• Occasionally required to stand, walk, reach with arms and hands, climb or balance, and stoop, kneel, crouch, or crawl.
• Ability to lift 25 lbs. occasionally when handling product samples or documentation.

Working Conditions:

• Full-time, Monday through Friday (with occasional overtime based on business needs).
• Possible exposure to factory environments; safety protocols will be provided and must be adhered to.

Equal Opportunity Employer/Veterans/Disabled