Customer Service Representative - Defense (1st Shift)
About The Position
Since 1923, Hentzen Coatings, Inc. has remained an independent, privately held company dedicated to excellence in the development and manufacture of advanced coatings. Our commitment to innovation, quality, and service has earned us recognition as a trusted partner and technology leader in the aerospace, defense, and industrial markets. With nearly a century of experience, we’ve mastered the art of custom-engineering coatings to meet the unique and demanding requirements of our customers. This innovation comes to life in our state-of-the-art facilities, where talented teams collaborate to solve complex challenges and deliver cutting-edge solutions. The Customer Service Representative (CSR) is responsible for ensuring customer orders and inquiries regarding customer accounts, orders, credits, and returns are processed in a manner that promotes outstanding customer relations. The accurate and timely processing of orders to avoid delays is a daily requirement to ensure products are shipped to the customers as expected. Responsive communication, both internal and external of the organization, is a necessity.
Requirements
- High school diploma required
- Proficient in Microsoft Office applications (Word, Excel, Outlook)
- Experience with standard office equipment
Nice To Haves
- Associate’s or bachelor’s degree preferred
- Two to five years of customer service experience preferred, ideally within a manufacturing, chemical, or coatings environment.
- Experience with ERP systems (IFS preferred)
Responsibilities
- Recognize potential problems and react quickly to provide workable solutions to a vast array of customer issues to the satisfaction of the customer.
- Process complex orders and provide support for inquiries and problems received directly from customers, sales force, marketing, and in-house personnel in a manner that promotes outstanding customer relations.
- Edit electronic, written, and verbal orders for correct product codes, lot numbers, descriptions, sizes, special handling instructions, contract assignment, and any other special requests from the customer.
- Support field-based sales and technical personnel by providing home office customer service information.
- Resolve customer, sales, and marketing inquiries regarding order status, product availability, pricing, terms, shipping information, damaged/lost shipments, and product information in a knowledgeable and professional manner.
- Work closely with shipping department to handle emergency shipments, complaints, and export orders promptly and efficiently.
- Review, analyze and assist Credit and Quality Departments with returns as required.
- Provide support for special projects, systems upgrades or modifications of new product implementations as required to ensure Customer Service requirements are addressed in a timely and effective manner.
- Provide back-up support for reception duties as needed.
- Perform other duties as assigned.
Benefits
- Competitive benefits package
- Generous PTO policy
- 401(k) Employer Match: We match employee contributions up to 8% of eligible compensation.
- Profit Sharing: Discretionary annual contribution based on company performance.
- Employee referral bonus program
- Monthly employee food trucks
- …and much more!
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
