Customer Service Representative

Senneca Holdings•Salt Lake City, UT

12d•Onsite

About The Position

The Customer Service Representative supports Subzero Engineering customers across data center containment, cleanroom, and custom enclosure solutions. This position is pivotal in delivery exceptional customer service, through timely communication, accurate order management, and proactive issue resolution. This role partners with Sales, Sales Application Engineering, Accounting, and other departments to ensure a smooth customer experience from first contact through shipment.

Requirements

High school diploma or GED required
Minimum of 2 years of customer service, customer support, order management, inside sales support, or related experience in a manufacturing, industrial, technical, or B2B environment.
Experience processing customer orders, quotes, and maintaining accurate records within an ERP system.
Proficiency with Microsoft Office Suite (Outlook, Word, Excel) and experience using ERP, CRM, and customer support platforms.
Demonstrated ability to manage multiple priorities, meet deadlines, and maintain a high degree of accuracy in a fast-paced environment.
Excellent verbal, written, and interpersonal communication skills with a strong customer-service orientation.
Strong organizational, analytical, problem-solving, and time-management skills.
Ability to work independently and collaboratively with cross-functional teams, including Sales, Engineering, Operations, and Shipping.
Exceptional attention to detail and commitment to data accuracy.
Ability to maintain professionalism, confidentiality, and sound judgment when handling customer and company information.
Must be able to read, write, and speak English proficiently.
Must be legally authorized to work in the United States and successfully complete employment eligibility verification requirements.

Nice To Haves

Associate's degree in Business, Communications, or a related field preferred.
Experience in a manufacturing, data center infrastructure, cleanroom solutions, enclosure systems, or other technical product environment strongly preferred.
Experience with Infor ERP, Salesforce, or similar enterprise software preferred.
Knowledge of order fulfillment, logistics, shipping processes, and customer account management preferred.
Continuous improvement, Lean manufacturing, or process improvement experience is a plus.

Responsibilities

Respond promptly and professionally to customer inquiries across phone, email, and digital platforms.
Provide accurate information on products, pricing, and order status.
Address concerns professionally, ensuring timely and effective resolution.
Build and maintain strong relationships through clear communication, empathy, and follow-through.
Manage competing customer and order priorities, ensuring orders are processed accurately and within required timelines.
Prioritize multiple customers’ demands while maintaining accuracy and professionalism under time pressure.
Facilitate the setting up of new customers in the ERP system, ensuring all data is complete and correct.
Verify and enter orders into Infor following established naming, revision, and documentation standards.
Monitor and update order status, providing real-time information to customers and internal teams.
Collaborate with Operations, Engineering, Sales, and Shipping to ensure on-time delivery and resolve any delays or discrepancies.
Maintain advanced proficiency in ERP, CRM, and customer support platforms.
Generate and update reports related to customer orders, service metrics, and performance data.
Support CRM and project management tools as required.
Maintain accurate documentation of customer interactions, quotes, and transactions.
Develop a solid understanding of Subzero products, configurations, and applications.
Process credits, rebills, and RMAs as approved by leadership.
Provide accurate shipping and handling quotes for our SAE team.
Proactively identify and recommend process or service improvements that enhance the customer experience and operational efficiency.
Maintain regular and consistent attendance.
Other duties as assigned.
Comply with all OSHA, and company safety policies, procedures and requirements.
Report to supervision conditions or practices that are either unsafe or that may adversely impact the environment, to ensure prompt resolution of potential hazards.
Attend scheduled safety training.
Actively support the organization’s efforts to meet or exceed safety goals and plans.
Recommend improved safety practices.
Practices safe work habits and follows general safety procedures such as proper lifting and bending, ergonomics, proper use of equipment and use of personal protection equipment (PPE).
Responsible for supporting and complying with the company’s Integrated Management System, which aligns with ISO 9001 (Quality), ISO 14001 (Environmental), and ISO 45001 (Health and Safety) standards.
Promotes a culture of safety, quality, and environmental responsibility by following established IMS procedures aligned with ISO 9001, 14001, and 45001 standards.