Customer Support Representative

BASIC fUnCTION:

At RLWS, the Customer Support Representative provides a broad range of customer service and administrative support to both external customers and internal departments throughout the organization.

A primary responsibility of this role is managing incoming calls in a timely, professional, and courteous manner. The Customer Support Representative ensures that all calls are accurately directed to the appropriate individuals or departments to support efficient communication and exceptional service.

As one of the first points of contact for Rice Lake Weighing Systems, this position plays a critical role in creating a positive first impression. Our goal is to deliver world-class customer service while maintaining a high level of professionalism, responsiveness, and organizational support.

This position also supports the Inside Sales department by assisting with order entry & order processing. Because all orders are processed electronically, strong attention to detail, accuracy, and efficiency are essential to ensure a high level of customer satisfaction. In addition, this role provides administrative and operational support to various departments across the organization as needed.

The position must be able to help cover department hours between the hours of 6:15am to 6:30 pm on weekdays and possible rotating Saturday shift from 8:00am-12:00pm. Some holiday(s) coverage will also be required.

ESSENTIAL JOB FUNCTIONS AND MAJOR TASKS:

• Professionally and courteously manage a high volume of incoming calls while maintaining a positive, customer-focused attitude and ensuring calls are handled

efficiently and accurately

• Accurately and efficiently enter customer sales orders into the system while ensuring a high level of attention to detail
• Proficient in Microsoft Word, Excel, Outlook, and other internal computer systems and software applications
• Ability to perform data entry functions accurately and expediently, and perform other administrative tasks assigned by a supervisor
• Interface with and provide customer service and support to all employees and departments across the organization, including satellite locations
• Foster strong, positive communication with both internal and external customers

OTHER JOB FUNCTIONS:

• Special projects to support customer and department needs
• Use accuracy and quality skills to pick and package part kits for scale assembly
• Other related duties as assigned

Physical Demands and working conditions:

• Work performed in a typical office environment
• Requires prolonged periods of sitting
• Extended use of telephone equipment
• Frequent and prolonged keyboarding, computer use, reading, and typing

Minimum qualifications and prerequisites:

Education and Experience

• Associate degree in administrative support, information processing or related field preferred, or four (4) or more years of customer service and/or equivalent administrative experience.

Skills and Abilities

• Exceptional written and verbal communication skills
• Strong attention to detail and accuracy
• Excellent interpersonal skills, including the ability to influence, resolve conflicts, and apply creative problem-solving techniques
• Strong organizational and time management skills
• Ability to effectively manage multiple tasks and priorities simultaneously
• Ability to perform well under pressure while maintaining professionalism in challenging situations
• Self-motivated, confident, and highly dependable with strong follow-through and follow-up skills

PRE-EMPLOYMENT SCREENING PROCEDURE:

• Drug Screen