Customer Support Representative

EDCO Products•Hopkins, MN

6d•Onsite

About The Position

Are you passionate about helping customers and making processes run smoothly? At EDCO Products , we’re seeking a Customer Support Representative who thrives on organization, accuracy, and problem-solving. Based in Hopkins, MN, you’ll be a key member of our Operations team, ensuring every order is right, every shipment is on time, and every customer interaction reflects our commitment to quality and service. If you enjoy collaborating across teams, taking ownership of challenges, and making a tangible impact every day, this is the role for you. This full-time, non-exempt position is based in Hopkins and reports to the Customer Support Manager. This is a position with normal working hours of Monday – Friday, 7:00 a.m. to 4:30 p.m. Essential Duties & Responsibilities An individual in this position must be able to successfully perform the essential duties and responsibilities listed described. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary. This job description does not constitute a contract of employment and is subject to change at the discretion of the company.

Requirements

Strong proficiency in ERP systems preferred
Proficiency in Microsoft Office
Excellent written and verbal communication skills
Attention to detail and accuracy in order and process entry
Strong organizational and time management skills with ability to prioritize and multitask as needed
Able to work independently and in a team environment
High School Diploma or GED required
Customer -Centric Mindset
Urgency and Responsiveness
Problem Solving Orientation
Team Collaboration
Continuous Improvement Mindset
Integrity and Professionalism

Responsibilities

Serve as the primary point of contact for customer inquiries, order status, product information, and issue resolution.
Provide clear communication regarding lead times, availability, pricing, and delivery timelines.
Handle escalated customer issues with professionalism, urgency, and ownership.
Ensure all orders meet EDCO’s standards for accuracy, completeness, and on-time processing.
Verify order details, configurations, and product codes to minimize errors and rework.
Assist in managing returns and credits with efficiency and adherence to company policies.
Work closely with Inside Sales, Scheduling, and Distribution to support seamless order flow and customer satisfaction.
Communicate product shortages, or changes proactively to customers and internal partners.
Participate in process improvement initiatives aimed at increasing the Perfect Order Index (POI), OTIF performance, and accuracy.
Maintain accurate customer records, order histories, and account information.
Utilize ERP reporting tools to track open orders, back orders and follow-ups.
Support continuous improvement in data quality and standard work for Customer Service workflows.
Participate in training programs, quality initiatives, and service excellence workshops.