Customer Service Rep

Impact Environmental Group•Pasadena, TX

17h•Onsite

About The Position

The Front Desk & Customer Operations Coordinator serves as the primary point of contact for all customers, visitors, vendors, and delivery drivers entering the facility. This role is critical to maintaining controlled access to the shipping and warehouse areas by ensuring that no product is released without proper documentation, order validation, or authorization. The position combines customer service, order coordination, visitor management, and administrative support. The successful candidate will demonstrate professionalism, strong communication skills, attention to detail, and the ability to coordinate effectively across Customer Experience (CX), Warehouse, Shipping, Receiving, and Production teams.

Requirements

High school diploma or equivalent require
2+ years of customer service, front desk, or administrative experience preferred.
Strong verbal and written communication skills.
Professional demeanor and customer-focused mindset.
Ability to manage multiple priorities in a fast-paced environment.
High attention to detail and documentation accuracy.
Strong organizational skills.
Proficient in Microsoft Office (Word, Excel, Outlook).

Nice To Haves

Experience in manufacturing, warehouse, or distribution environments strongly preferred.
Experience working with ERP systems preferred.
Bilingual in English and Spanish preferred.

Responsibilities

Serve as the first and primary point of contact for customers arriving for order pickup.
Verify order number and pick ticket (PT) status prior to allowing access to shipping.
Confirm with the Shipping team when orders and PTs are complete and authorized for release.
Coordinate loading times with the warehouse team once confirmation is received.
Work with Customer Experience (CX) to print required PT and order documentation.
Communicate order status and estimated wait time clearly to the customer.
Monitor progress and provide updates as needed.
Escalate to the Warehouse Manager or Plant Manager for direction and prioritization.
Communicate decisions and timelines back to the customer.
Verify with CX that a valid Return Material Authorization (RMA) has been created.
Coordinate with Receiving to confirm item numbers and quantities.
Work with Warehouse personnel to facilitate unloading.
Coordinate with CX to issue or print replacement PT if required.
Ensure accurate documentation and proper routing of returned materials
Coordinate with sewing, welding, or berm personnel to assess repair requirements.
Collaborate with CX to prepare repair quotes.
Communicate scope, pricing (as directed), and estimated completion timelines to the customer.
Track repair intake and ensure proper documentation.
Direct walk-in customers to the on-site CX representative when available.
When CX is remote, gather necessary details and coordinate with CX to prepare the quote.
Ensure timely follow-up with the customer regarding pricing and lead time.
Greet and manage all vendors, delivery drivers, and visitors.
Direct vendors and drivers to appropriate receiving personnel.
Coordinate offloading with the Sewing Supervisor.
Coordinate with Receiving (or designated receiving lead) to verify delivery and arrange unloading.
Maintain visitor control procedures to prevent unauthorized access to warehouse or shipping areas.
Support plant administrative functions including handling correspondence and preparing reports.
Organize and file Sales Order (SO) documentation by date.
Upload digital shipping photos from the shipping tablet to the shared OneDrive.
Audit all shipped orders to confirm required shipping photos are properly stored.
Maintain organized digital and physical documentation systems.
Maintain professional front-desk presence at all times.
Enforce facility access controls and order release procedures.
Support cross-functional communication between Operations, CX, Warehouse, and Production.
Perform other related administrative or operational duties as assigned.