Customer Service Representative (CSR)

Hermance Machine Company • East Providence, RI

11h • Onsite

About The Position

Würth Baer Supply Company is hiring a full-time Customer Service Representative for its Rumford, Rhode Island branch. The representative handles customer inquiries and concerns professionally and promptly, supporting customers with product availability, service, pricing, and solutions for their needs. The role handles an estimated 65–90 incoming calls per day, along with emails, order processing, quotes, pricing requests, and order issues. It also involves helping customers reduce costs through upselling and substitute-product recommendations, and supporting continuous process improvement and company sales goals.

Requirements

• Strong written and verbal communication skills.
• Experience with Microsoft Outlook.
• Detail-oriented, with the ability to multitask.
• Able to assist customers with orders, upselling, and suitable substitute products.

Nice To Haves

• Previous customer service experience in a distribution or manufacturing environment.
• High school education; a two-year or four-year college degree is preferred.
• Excel and SAP experience.
• Sales or customer service (call center) background.
• Customer-focused professionalism, ability to excel in a rapidly changing environment, a positive and friendly attitude, and a results-driven approach.

Responsibilities

• Handle approximately 65–90 incoming customer calls per day and respond to emails.
• Enter and modify online orders in the system.
• Create quotes.
• Respond to customer requests for pricing and information about stock and non-stock merchandise.
• Investigate back-ordered merchandise and offer substitutes when available.
• Expedite orders.
• Maintain product information files.
• Fax information to customers.
• Assist with new employee training while taking inbound calls.
• Record and resolve order issues.
• Participate in phone blitz sales days aligned with company sales goals.
• Help customers place orders, including upselling or offering suitable substitute products.
• Perform other duties related to sales or customer service as required.

Benefits

• Two weeks of paid vacation, increasing to as much as five weeks with seniority.
• Vacation accrues at 3.0769 hours per pay period.
• Unused sick time can be cashed in at year end.
• Up to five days (40 hours) of vacation may be rolled over into the next year.
• Eight paid company holidays.
• Medical, dental, and vision insurance eligibility begins on the first of the month following the hire date.
• Combined medical, dental, and vision premiums are listed as $71 every two weeks for employee-only Select coverage in 2026.
• Health coverage through Blue Cross Blue Shield, including in- and out-of-network coverage with an HSA; the company provides $500 annually for the HSA.
• Dental coverage through Aetna Dental PPO.
• Vision coverage through VSP.
• Free life insurance.
• 401(k) with a company match; participation starts immediately, and employees can transfer an old account into it.
• Tuition reimbursement.
• Opportunity for growth and a positive company culture.

What This Job Offers

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