Customer Service Representative - Industrial Solutions

The Hillman Group, Inc. • East York, PA

12d

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 customer orders through digital channels. The role helps customers with product and technical questions, enters orders, prepares invoices, processes payments, and ensures the necessary margin is maintained for each sale. The representative works with outside sales representatives and shipping personnel to meet customer needs and support customer satisfaction.

The position also supports product applications and usage questions, quotations, returns and credits, vendor invoice routing, and customer merchandising displays. Employees are expected to participate in workplace safety and health activities, including reporting hazards and unsafe practices, wearing required personal protective equipment, and supporting safety committee activities. Duties may change or additional duties may be assigned.

Requirements

• High school diploma or equivalent.
• Demonstrated initiative, follow-through, and accountability.
• Ability to protect confidential information, voice disagreement tactfully, and accept and implement change.
• Cooperative, customer-focused behavior, with the ability to anticipate customer needs and provide timely service.
• Clear and concise verbal and written communication skills, respectful listening, and timely responses to voice and email.
• Punctuality and ability to interact effectively with varied personalities, share resources, support team decisions, and contribute to team projects.
• Current industry and job knowledge, organization, efficiency, effective time management, and multitasking skills.
• Ability to 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 ensure 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 quotations.
• Answer questions about product application, proper usage, and product 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, 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