Customer Service

RW Screw•Massillon, OH

8d•Onsite

About The Position

The Customer Service & Sales Support representative serves as the primary point of contact for customers and internal sales team members. This position is responsible for managing customer orders, responding to inquiries, resolving concerns, and supporting the sales team with documentation and administrative tasks. This role ensures customer expectations are met while maintaining accurate records, supporting order flow, and driving effective communication between customers and internal departments.

Requirements

Minimum 2 years of customer service, sales support, or administrative experience
Manufacturing environment experience preferred
Strong understanding of order entry, shipping processes, and customer communication
Proficient in Microsoft Word and Excel
Strong data entry and organizational skills
Excellent verbal and written communication skills
Self-motivated with the ability to multitask and prioritize effectively
High attention to detail and accuracy

Nice To Haves

2-year college degree or trade school preferred
Experience with ERP or order management systems (e.g., Estitrack or similar database systems)
Familiarity with customer portals and order tracking platforms
AI tool usage a plus
Background in a manufacturing or industrial environment

Responsibilities

Provide excellent customer service via phone and email, handling incoming inquiries and communications
Consult with customers to provide product information, pricing, delivery updates, and resolve concerns
Enter incoming orders, maintain quotes, and ensure timely response to all customer communications
Track shipments against schedule and proactively communicate delays or changes
Manage all order-related documentation including acknowledgements and updates
Research and respond to customer requests regarding shipments, releases, and order status
Exercise independent judgment in handling customer issues when supervision is unavailable
Support the sales team with required documents, reports, and spreadsheets
Assist with quotes, customer account information, and sales-related correspondence
Assess and anticipate customer satisfaction issues and make recommendations for process improvements
Maintain accurate filing systems for orders, changes, and shipments (daily)
Perform annual customer file review, cleanup, and organization
Track and report routine actions weekly and monthly to management
Prioritize and manage multiple tasks with minimal supervision
Maintain high attention to detail across all documentation and data entry