Custor Service Representative

ITW•Hatfield, MN

2d•Onsite

About The Position

The Customer Service Representative plays a key role in supporting daily operations and ensuring customer needs are met in a fast‑paced environment. This position is part of a small, dynamic team and is responsible for maintaining the accuracy and integrity of customer and operational data. The role requires strong attention to detail and the ability to manage multiple tasks simultaneously. Responsibilities include entering, verifying, and managing data with a high level of accuracy and efficiency. The position also contributes to maintaining organizational workflow by supporting routine processes and addressing day‑to‑day operational needs.

Requirements

High School Diploma, G.E.D., or equivalent (required).
Excellent verbal and written, communication skills.
Ability to show empathy and patience when addressing customer concerns, including in challenging situations.
Strong problem-solving skills, with the ability to identify issues and resolve them efficiently using sound judgment and creativity.
Exceptional attention to detail to ensure accuracy and thoroughness.
Ability to manage multiple tasks and prioritize work effectively in a fast-paced environment.
Flexibility to adapt to changing customer needs, processes, systems, and priorities.
Ability to collaborate with internal teams to resolve customer issues and enhance/improve the overall service experience.
Familiarity with customer service software and CRM systems (e.g., Salesforce), along with proficiency in basic computer applications, such as email and data entry tools.

Responsibilities

Handle inbound calls and provide appropriate responses to customer inquiries.
Accurately input customer quotes and sales orders into the system.
Process and prioritize incoming orders for timely and efficient order entry.
Follow up with customers to confirm orders and address any changes or updates.
Manage a high volume of email communication with internal teams and external customers.
Assist with Return Merchandise Authorization (RMA) processing as needed.
Generate and distribute order status reports, including backlog/open and open-order reports.
Collaborate with the operations team to ensure accurate and timely shipments.
Coordinate with the finance team to address credit holds and resolve issues related to customer account standing.
Document processes and perform audits to ensure adherence to ISO compliance standards.