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Customer Service Representative


The Customer Service Representative (CSR) acts as a customer’s primary representative of the companies vision, as they can be the first contact for email, phone and physical visitors. The CSR’s primary responsibilities include supporting the Sales & Service team with request for quotes, quote follow up, order processing, and some customer contact in a way that creates a Superior Customer Experience through innovative service, technology, and engaging communication. 

General Duties and Responsibilities: Monday – Friday

Receiving live visitors, answering phones and emails

  • Responding to Requests for Quote (RFQs) 
  • Analyzing the nature of the visitor/call/email and responding appropriately 
  • Processing orders in the Company’s ERP system 
  • Researching customer account information 
  • Logging prospect and current customer activities in the Company’s CRM system
  • Coordinate with Logistics to determine delivery dates based on customer needs
  • Expedite “Rush” & “Hot” orders
  • Return material processing and reconciliation
  • Communicate with customer regarding issues which would affect delayed or late delivery of an order 
  • Collaboration with cross-functional teams to support the customers’ needs
  • Support Clerical/Sales Assistant as needed
  • Other duties as assigned

Required Knowledge, Skills, and Abilities:

  • College degree or equivalent experience
  • Aptitude for learning basic technical terminology
  • Strong team player – perceived as helpful, friendly, and possessing a positive attitude
  • Passion for customer satisfaction
  • Excellent spoken English, diction, and telephone etiquette 
  • Excellent interpersonal and communication skills 
  • Excellent written skills – correct English grammar, spelling, professional salutation and formatting
  • Basic knowledge of MS Office (Word, Excel, Outlook) 
  • Able to juggle various tasks and priorities while meeting established deadlines 
  • Strong attention to detail with good organization and time management skills 
  • Highly developed sense of integrity and commitment to customer satisfaction
  • Professional demeanor and conduct in a business office setting 
  • Remain calm and professional in stressful situations

Personal Traits and Characteristics:

  • Reliable, dependable, diligent Highly organized with good time management skills
  • Excellent work attendance record
  • Task oriented
  • Attention to detail
  • Able to work under pressure and deadlines
  • Ability to multi-task and prioritize
  • Effective communication skills
  • The successful candidate shall exhibit a sense of ownership, urgency, be solution orientated, collaborative and accountable.


Education and/or Experience: Bachelor’s degree or equivalent experience

Reports to:  Customer Service Supervisor

Physical Job Requirements:

  • Repetitive motion and routine use of the standard office equipment such as computers, telephones, copiers and scanners. 
  • Ability to see, speak, walk, hear, stand, use of hand/fingers to handle or feel, stoop, carry/lift 10 lbs.
  • Sitting at a desk


Environment:  Remote position currently.  COVID-19 Precaution(s): 

  • Remote interview process
  • Social distancing guidelines in place
  • Virtual meetings
  • Company observes all CDC guidelines

Accommodation:  Candidates for the position should be able to perform essential job duties in described work environment with or without accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    • Location: Anywhere
    • Date posted: