Customer Service Representative

MKB•Poseyville, IN

11d

About The Position

MKB Company is a fast-growing industrial manufacturer committed to innovation, customer service, and operational excellence. We serve customers nationwide through a strong distribution network and a technically supported sales team. The position of Customer Service Representative (CSR) to manage end-to-end order processing and deliver an exceptional customer experience. This role partners closely with Sales, Operations, Logistics, and Accounting to ensure accurate order entry, timely confirmations, clear status updates, and reliable deliveries. The CSR maintains precise records in ERP/CRM, coordinates freight and scheduling needs, resolves issues proactively, and contributes to continuous improvement—helping MKB achieve on-time, in-full performance and keep customers coming back.

Requirements

High school diploma or equivalent required; Associate’s in Business or related field preferred.
1–3 years of office/admin experience required; 2+ years in customer service, order management, or inside sales preferred.
Experience with ERP/CRM systems (order entry, case notes) preferred; proficiency with Microsoft 365 (Excel, Outlook, Word, PowerPoint).
Strong written and verbal communication, active listening, and professional customer service.
Detail orientation with accurate data entry and follow-through to resolution.
Organization & prioritization in a fast-paced, high-volume environment; able to manage multiple requests.
Problem-solving and cross-functional collaboration with Sales, Operations, Logistics, and Accounting.
Comfortable interpreting POs, quotes, invoices, and basic pricing/freight math (units, taxes, ETAs).
Ability to learn product lines quickly; mechanical/technical aptitude helpful.
Tech savvy; able to learn new software and follow standard workflows.
Schedule flexibility during peak seasons; occasional overtime or limited travel between sites.
Physical: ability to sit/stand for extended periods and move between office/warehouse/production areas; occasionally lift up to 25 lbs.

Nice To Haves

Bilingual (English/Spanish) a plus.

Responsibilities

Process and manage customer orders end-to-end, ensuring accurate entry, confirmations, and updates.
Serve as a primary customer contact by phone, email, and in person; answer questions, provide product information, and follow through on requests.
Coordinate with Sales, Operations/Production, Logistics, and Accounting to meet customer needs and resolve issues.
Arrange deliveries/shipments and communicate status, ETAs, and changes to customers and internal teams.
Maintain accurate records in company systems (ERP/CRM), including order details, changes, and customer interactions.
Monitor open orders, proactively identify risks or delays, and facilitate expedites or solutions as needed.
Support inventory checks and lead-time guidance in partnership with planning/operations.
Assist with account setup, credit applications, and basic billing/invoice inquiries.
Build and maintain knowledge of company products and common applications.
Participate in regular team touchpoints to align on priorities and handoffs.
Provide consistent, professional customer service aligned with company standards.
Comply with company policies, quality requirements, and safety procedures; complete required reports.
Maintain reliable, regular attendance; flexibility for occasional evenings/weekends and limited travel.
Contribute to continuous improvement by suggesting process and workflow enhancements.
Other duties as assigned.