Customer Service Representative

Position Summary The Customer Service Representative (CSR) is responsible for delivering an outstanding customer experience while supporting the sales team and helping customers find the products and solutions they need. This role serves as a primary point of contact for customers by responding to inquiries, preparing quotations, coordinating orders, and ensuring projects move smoothly from quote through delivery. The ideal candidate is organized, dependable, customer-focused, and enjoys solving problems. Previous experience with industrial products is helpful but not required. We are looking for someone with a positive attitude, strong communication skills, and a willingness to learn. Key Responsibilities Customer & Account Management Serve as a primary point of contact for assigned customers and accounts, building strong and responsive customer relationships. Respond to customer inquiries via phone, email, and other communication channels in a timely and professional manner. Understand customer needs and provide appropriate product, service, and order support. Proactively communicate order status, lead times, shipping information, delays, and other relevant updates. Resolve customer questions and issues by coordinating with appropriate internal teams, suppliers, and sales representatives. Maintain accurate, up-to-date customer, opportunity, quote, and order information in the applicable CRM and ERP systems. Sales & Quotation Support Respond to incoming sales opportunities and inquiries with a focus on delivering solutions and generating sales. Prepare accurate and timely quotations for products, equipment, and services based on customer requirements. Follow up on open quotations and customer opportunities to support sales growth and conversion. Partner with outside sales representatives to support assigned accounts, projects, and business development activities. Gather customer requirements and collaborate with suppliers and internal technical resources to help identify appropriate products and solutions. Continuously learn our products, services, suppliers, and applications in order to support customer needs confidently. Identify opportunities to expand customer relationships and increase sales. Order & Project Management Manage customer orders from entry through shipment, ensuring accuracy and timely execution. Monitor open orders and proactively follow up on critical deliveries, backorders, and other potential issues. Coordinate with suppliers and internal teams regarding product availability, pricing, lead times, and delivery requirements. Maintain visibility of key customer and project milestones and communicate changes or concerns to appropriate stakeholders. Support customer-specific requirements, including documentation, portals, inventory programs, and other account needs. Coordinate product returns, order corrections, and other post-sale requirements as needed. Help identify and resolve delivery, supply chain, and order fulfillment challenges. Cross-Functional Collaboration Partner effectively with outside sales, operations, engineering/technical teams, purchasing, shipping and receiving, finance, and other departments to support customer needs. Communicate customer requirements and priorities clearly to internal stakeholders. Assist with purchasing, expediting, and supplier coordination activities where applicable. Contribute to team initiatives focused on improving customer satisfaction, sales growth, operational efficiency, and overall business performance. Take ownership of customer needs by following issues through to resolution and keeping customers informed throughout the process. Qualifications High school diploma or GED required; associate or bachelor’s degree preferred, or equivalent combination of education and relevant experience. Prior experience in inside sales, customer service, account management, distribution, manufacturing, or a related environment preferred. Experience in industrial distribution, manufacturing, or other business-to-business environments is helpful but not required. Experience with purchasing, order management, or expediting is a plus. Interest in learning technical products and applying that knowledge to help customers solve problems. Mechanical aptitude or curiosity about how things work is a plus, but not required. Strong customer service orientation with the ability to build productive relationships with customers, suppliers, and internal partners. Excellent written and verbal communication skills. Strong organizational, prioritization, and time-management skills. Close attention to detail and commitment to accuracy. Ability to manage multiple priorities and deadlines in a fast-paced environment. Self-motivated with the ability to work independently while contributing effectively within a team. Proficiency with Microsoft Office applications, including Outlook, Word, and Excel. Comfortable learning and using business software, including Microsoft Office, CRM, and ERP systems. Position Requirements Full-time position. Work schedule, location, travel requirements, and remote-work eligibility will be determined based on business needs and the requirements of the applicable operating company. Must be legally authorized to work in the applicable country without restriction, where required. Other Duties This job description is intended to describe the general nature and level of work performed by individuals assigned to this position. It is not intended to contain a comprehensive list of all duties, responsibilities, or qualifications required. Duties and responsibilities may change based on business needs.