Customer Service Representative

Customer Support Representative

We are seeking a proactive and customer-focused Customer Support Representative to manage inbound calls and inquiries from customers and prospective clients. In this role, you'll be responsible for entering and maintaining customer orders, providing product information, preparing price quotations, and ensuring timely and accurate communication throughout the order process. This position requires strong organizational skills, attention to detail, and the ability to build positive relationships with customers, internal teams, and external partners.

The ideal candidate is resourceful, self-motivated, and comfortable working in a dynamic environment where priorities may shift based on business needs.

Serve as the primary point of contact for customers via phone, email, and occasional in-person interactions.

Enter new customer orders and update, validate, and release existing orders in the system.

Prepare fabrication orders with clear instructions and drawings, identifying inventory needs as required.

Verify order accuracy and communicate estimated delivery dates.

Ensure timely order acknowledgements are sent to customers and corresponding sales representatives (within 24 hours).

Provide timely and accurate responses to inquiries regarding product availability, lead times, order status, shipping details, and issue resolution.

Present pricing, credit terms, and related information in alignment with company policies.

Communicate any changes or delays in shipping schedules promptly.

Prepare customer quotes or assist the sales team with quoting requests.

Collaborate with warehouse personnel to ensure smooth processing and timely shipment of orders.

Communicate with suppliers and occasionally coordinate the purchase of non-stock items when needed.

Assist with ERP database upkeep, including entry of part and kit details.

Work closely with outside sales representatives and field teams.

Identify discrepancies and recommend corrective actions.

Report customer service concerns or issues in a timely manner.

Participate actively in sales meetings and internal team discussions.

Deliver an exceptional customer experience and manage expectations effectively.

Provide accurate quotes and follow through in a timely manner.

Maintain error-free order processing and internal documentation.

Qualifications :

Associate's or Bachelor's Degree preferred; alternatively, a minimum of 5 years of customer service and / or inside sales experience.

Strong written and verbal communication skills.

Proficiency in Microsoft Excel and Word, with the ability to learn ERP and CRM systems quickly.

Exceptional organizational, planning, and time-management skills.

High attention to detail and commitment to accuracy.

Professional integrity and strong work ethic.