Advanced Customer Service Representative (Onsite)

Taylor Communications•Dayton, OH

4d•Onsite

About The Position

Taylor DM Brands, a Taylor Corporation company, is seeking an advanced Customer Service Representative for either our Dayton, OH or Amsterdam, NY office. This role serves as the primary day-to-day contact for assigned accounts, delivering responsive, professional, and accurate support while building strong client relationships. The representative will manage the full order lifecycle for standard and moderately complex orders, identify upsell/cross-sell opportunities, and partner cross-functionally to deliver seamless service. This position also involves providing informal mentorship to junior team members and contributing to a collaborative culture.

Requirements

High school diploma or equivalent required
3 years of experience in customer service, order management, or account support roles
Strong understanding of order life cycle and order management systems, quoting, and customer workflows
Proven ability to manage multiple priorities with high attention to detail
Excellent communication, problem-solving, and organizational skills
Customer Focus & Relationship Building
Problem-Solving & Ownership Mentality
Operational Excellence & Accuracy
Communication & Cross-Functional Collaboration
Business Acumen (pricing, margin awareness, account performance)
Adaptability & Time Management
Candidates must be authorized to work in the United States without the need for employer sponsorship.

Nice To Haves

Additional education in business-related field preferred

Responsibilities

Serve as the primary day-to-day contact for assigned accounts, delivering responsive, professional, and accurate support while building strong client relationships.
Communicate clearly with clients and internal teams on orders, timelines, escalations, and opportunities to ensure alignment and timely execution.
Manage the full order lifecycle for standard and moderately complex orders, including quoting, order entry, tracking, issue resolution, billing, and workflow management to meet service expectations.
Own customer inquiries, issues, and escalations through root cause analysis and timely resolution, while identifying trends and recommending process improvements as the voice of the customer.
Identify upsell, cross-sell, and product expansion opportunities, while supporting pricing accuracy, quoting strategy, margin awareness, and insights on account performance and client behavior.
Partner cross-functionally with Account Managers, Sales, Finance, Product, Supply Chain, vendors, and operations to deliver seamless service and resolve issues effectively.
Leverage internal and external resources to manage workload fluctuations, maintain accuracy, and support consistent service delivery.
Provide informal mentorship to junior team members and contribute to a collaborative culture through knowledge sharing, peer support, and process improvement.