Customer Service Representative

Ideal Tridon•Boyertown, PA

21d•$22 - $25•Onsite

About The Position

The Customer Service Representative is a key member of the Advanced Couplings commercial team, responsible for delivering responsive, accurate and professional support throughout the customer journey. The role acts as a day-to-day connection between customers, Internal Sales, External Sales and the wider operations team, ensuring enquiries, orders, service issues and commercial requests are handled efficiently. Working within the Flow Connect Hygienic Commercial Excellence approach, the position goes beyond transactional order entry. It contributes to customer retention, commercial responsiveness and long-term partnership by building product knowledge, maintaining accurate customer records, communicating proactively and ensuring customer needs are routed to the right internal specialists.

Requirements

Excellent written and verbal communication skills, including active listening.
Strong customer-service orientation with the ability to resolve concerns professionally and efficiently.
Organized, dependable and comfortable managing multiple priorities in a busy team environment.
Strong computer literacy with the ability to learn CRM, ERP and product-information systems.
Ability to work independently within established procedures while collaborating effectively as part of a wider commercial team.
Curiosity and willingness to develop technical product knowledge.
Must be willing and able to perform any related or additional duties as assigned.
High school diploma or equivalent required
Previous customer service, inside sales, order management or related commercial experience required.

Nice To Haves

further education or relevant commercial/customer-service training is advantageous.
Approximately 3–5 years of relevant experience is preferred for candidates expected to manage more complex or critical product/customer requirements.
Experience in manufacturing, engineered products, hygienic processing, life sciences or another technical B2B environment is advantageous.
Experience with CRM and ERP platforms is advantageous.

Responsibilities

Respond to customer enquiries by telephone, email and other approved communication channels in a timely and professional manner.
Provide appropriate non-technical support and coordinate technical questions with the relevant specialist or department.
Take ownership of customer concerns, ensuring appropriate actions are initiated, communicated and followed through to resolution.
Handle complex or unusual requests within defined procedures, escalating when specialist or management support is required.
Receive, review and accurately enter customer orders for new or additional products and services.
Support quotation, order-status and general commercial enquiries in partnership with Internal Sales.
Maintain clear communication with customers regarding order requirements, changes, availability and relevant next steps.
Ensure customer requests are accurately documented and transferred to the appropriate internal teams.
Maintain accurate customer accounts and records of interactions, enquiries, complaints and relevant commercial information.
Use approved CRM, ERP and customer relationship systems to record activities, research product information and support customer requests.
Maintain strong attention to detail and data quality so that customer and commercial information can be relied upon across the organisation.
Work closely with Internal Sales, External Sales, Engineering, Operations, Supply Chain and other specialists to resolve customer requirements.
Provide internal teams with relevant updates on customer needs, service issues and factors affecting customer satisfaction.
Escalate issues appropriately while remaining accountable for communication back to the customer.
Proactively expand product, application and process knowledge by working with internal specialists.
Build proficiency across multiple competencies relevant to Advanced Couplings' hygienic product portfolio and customer base.
Apply learning from previous enquiries to provide increasingly effective first-line customer support.
Contribute to continuous improvement initiatives that strengthen response times, accuracy and customer experience.
Listen actively for additional customer requirements and communicate potential opportunities to Internal or External Sales.
Support customer retention by providing dependable service and identifying recurring issues or needs.
Contribute customer feedback and service insights that can help improve products, processes and commercial decision-making.