Customer Service Representative - Industrial Solutions

Hillman • East York, PA

10d

About The Position

The Customer Service Representative establishes and maintains positive relationships with customers and Sales staff by responding to a high volume of telephone requests and taking orders through digital modalities. The role answers product and technical questions, enters orders, prepares invoices, processes payments, and ensures that each sale maintains the necessary profit margin. The representative works with outside sales representatives and shipping personnel to meet customer needs and support customer satisfaction.

The position also assists customers with product applications, proper usage, specifications, pricing, quotations, order status, returns, credits, and merchandising components. It supports Field Service staff with display materials and performs other duties as needed for successful site operations. Duties and responsibilities may change or be reassigned. Employees are expected to participate in safety and health program activities, including reporting hazards and unsafe practices, wearing required personal protective equipment, and supporting safety committee activities.

Requirements

• High school diploma or equivalent.
• Communicate verbal and written information clearly and concisely.
• Respond to voice and email communications in a timely manner.
• Demonstrate organization, efficiency, effective time management, and multitasking skills.
• Possess current industry and job knowledge.
• Demonstrate initiative, follow-through, accountability, confidentiality, tact, and adaptability.
• Exhibit cooperative behavior, anticipate customer needs, and provide timely service that exceeds expectations.
• Arrive on time for meetings and appointments, interact effectively with varied personalities, share resources, support team decisions, and contribute to team projects when asked.
• Make decisions in a timely manner.

Responsibilities

• Communicate with customers to determine their product needs and provide order-status updates.
• Work with outside sales representatives to fulfill customer needs and support customer satisfaction.
• Enter customer orders into the computer system.
• Coordinate with customers and shipping personnel to determine whether orders should be split.
• Process orders, invoices, and payments.
• Forward vendor invoices to appropriate finance personnel.
• Assist with order returns and credits in coordination with finance.
• Evaluate inventory cost and sale pricing to ensure the correct profit margin.
• Communicate pricing to customers and prepare customer quotations.
• Answer questions about product applications, proper usage, and specifications.
• Support Field Service staff with display materials.
• Review and understand customer-specific merchandising components to support customer displays.
• Perform other duties to ensure successful site operations.
• Participate in safety and health program activities, including reporting hazards, reporting unsafe work practices and incidents, wearing required personal protective equipment, and supporting safety committee activities.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED