Job Title:  Customer Service Representative

 We are seeking a Customer Service Representative who is motivated to drive change, take initiative, and work with a strong sense of urgency. This role requires a proactive individual who thrives in a fast-paced environment and is committed to delivering exceptional service.

In this position, you will:

• Work cooperatively with Outside Sales, Inside Sales, Engineering, Operations, and other key departments.
• Partner with company representatives, distributors, and customers to grow existing relationships, foster new ones, and consistently meet or exceed customer expectations.
• Ensure timely and accurate communication, order and quote processing, and problem resolution.
• Contribute to continuous improvement initiatives that enhance customer experience and operational efficiency

What we’re looking for:

• Strong interpersonal and communication skills.
• Ability to manage multiple priorities with urgency and attention to detail.
• A mindset focused on collaboration, accountability, and driving results.

Essential Duties and Responsibilities

• Answer incoming calls and promptly return customer calls to ensure timely communication and support.
• Process customer transactions accurately, including orders, quotes, returns, and repairs.
• Provide timely and precise information regarding product availability, pricing, and specifications.
• Coordinate custom-engineered quotes in partnership with Engineering.
• Collaborate with Engineering, Purchasing, and Operations to expedite orders, quotes, and resolve customer requests.
• Proactively recommend solutions when appropriate to enhance customer satisfaction and profitability through cross-selling, up-selling, and add-on sales.
• Suggest alternate products based on cost, availability, or technical requirements.
• Generate new and repeat business by delivering product and technical information promptly and professionally.
• Maintain ongoing customer relationships by initiating follow-up communications on open orders and after sales, addressing concerns, and resolving complaints.
• Monitor and manage shipment schedules to ensure timely delivery; expedite as necessary.
• Prepare accurate quotations for standard products and ensure alignment with customer requirements.
• Participate in continuous improvement initiatives and perform other duties as assigned.

Qualifications and Abilities

• 2-years of experience in a similar Customer Service role.
• Experience in manufacturing/instrumentation industry is a plus.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook).
• Experience working within an ERP system is a plus.
• Ability to respond effectively to customer inquiries regarding product selection, order placement, pricing, quotations, and complaint resolution.
• Strong analytical skills to evaluate customer needs and implement appropriate solutions.
• Ability to write clear and professional business correspondence using MS Word, Outlook, and related tools.
• Maintain a professional image and positive attitude when interacting with customers, suppliers, and colleagues.
• Ability to uphold high quality standards, demonstrate strong organizational skills, and work independently without close supervision.
• Coordinate activities with internal departments, vendors, and carriers to ensure smooth operations.
• Excellent time management skills with the ability to meet personal and team goals while collaborating effectively with others.
• Ability to read and comprehend instructions, drawings, short correspondence, and memos.
• Ability to write clear client correspondence and process documentation.
• Ability to effectively present information in one-on-one and small group settings to customers, clients, and colleagues.
• Ability to add, subtract, multiply, and divide in all units of measure using whole numbers.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• This position is primarily office-based, requiring extended periods of computer work.
• Occasional lifting of up to 30 lbs.
• Occasional walking and movement within the facility.