Customer Service Associate / Front Desk Reception

Proconex • Royersford, PA

30d • Onsite

About The Position

Proconex is the exclusive Emerson Impact Partner for Emerson Automation Solutions in the Mid-Atlantic region. We provide a full portfolio of Process Automation Control Systems, Valves and Control Devices, and related technologies and services to a range of customers—in the Life Sciences, Chemical, Power, Refining, Oil & Gas, Food & Beverage, Paper, Metals, and other industries, as well as commercial enterprises and campus facilities. With three strategically located offices, Proconex maintains a deep dedication to its 200+ employees, a sharp focus on safety and quality, and the drive to deliver. Customer Service Associate / Front Desk Reception Are you a highly skilled and courteous individual with a passion for providing exceptional customer service? Do you thrive in a fast-paced environment, utilizing your strong computer skills to support customers and ensure their satisfaction? If so, we have an exciting opportunity for you! Proconex is seeking a Customer Service Associate to join our dynamic team and play a pivotal role in supporting our customers with their inquiries and concerns. As a Customer Service Associate, you will be responsible for providing direction on sales support within the organization, maintaining a solid understanding of our products, and facilitating smooth project coordination and document control. The primary responsibility of a Front Desk Customer Service Associate is to act as the first point of contact for customers visiting onsite or calling the main number. Those in this role will forward calls throughout the organization, support customers with inquiries and concerns, and provide direction for correct sales support within the organization. This position must develop and maintain basic product knowledge as required to assist teams with day-to-day activities, project coordination, and document control. This is a good opportunity for someone who is open to sitting at our front desk in our beautiful, newly-renovated lobby Monday through Friday and assisting various customers, both in-person and via email and telephone.

Requirements

• Previous experience in a customer service role, preferably involving phone support.
• Exceptional interpersonal skills and a polite, customer-centric attitude.
• Proficiency in using computers and digital ticket systems.
• Strong organizational and project coordination abilities
• Having the ability to pay attention to details.
• Excellent verbal and written communication skills.
• Ability to multitask and handle challenging situations with composure.
• Attention to detail and commitment to providing high-quality service.
• High school diploma required.
• Experience in customer service, sales support, order fulfilment or a similar role.
• Able to lift up to 25 pounds.
• Microsoft Office (Word, Excel, PowerPoint)
• Candidates must be legally eligible to work in the United States without company sponsorship.

Nice To Haves

• Associate or bachelor’s degree preferred.

Responsibilities

• Work in digital ticket system to review, update, and close tickets created by customers and/or Proconex employees.
• Interface with vendors, principals, shipping companies, and customers through phone, email, and other forms of communication.
• Answer phone calls and assist the customers to get to the correct party. Collect and record call information accurately.
• Support sales operations and outside sales team with administrative tasks and to focus on customer satisfaction and on-time delivery throughout all stages of the sales and order cycles.
• Provide project coordination and document control support for quotations and orders. Including but not limited to requesting documents from outside parties and coordinating deliveries to the customer.
• Interact with customers regarding order status and invoicing inquiries and engage with business operations to validate the status and provide timely responses.
• Coordinate customer return/cancellation requests. Expedite critical orders to meet customer deadlines.
• Resolve all customer issues and complaints in a timely manner and following up to ensure resolution and satisfaction. Collect feedback on recurring issues and escalate appropriately.
• Greet all visitors upon arrival to Front Desk and act as liaison with who they are meeting in the office.
• Follow all safety policies and procedures set forth by Proconex and meet all customer requirements.

Benefits

• We are proud to be an employee-owned organization. Through our ESOP, every team member shares in the growth and success of the company, fostering a culture of collaboration, accountability, and long-term rewards.
• Proconex offers a standout culture, fantastic work environment, and has very competitive benefits to include premium medical, 401K match, tuition reimbursement, and other unique incentives.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees