Office Assistant I/Customer Service Representative

Wilsonart International • Cincinnati, OH

2d • Onsite

About The Position

Wilsonart has an opening on its small Customer Service Representative team in Cincinnati, Ohio. The role manages and supports an assigned group of customer accounts from order entry through delivery and resolution of order-related issues. The Customer Service Representative serves as a primary customer contact and works with plant manufacturing, logistics, and other internal teams to ensure orders are entered accurately, processed efficiently, and delivered as expected.

The position requires attention to detail, communication, organization, follow-through, and the ability to manage multiple accounts and priorities. The representative takes ownership of assigned accounts, responds promptly to customer needs, communicates potential issues, and ensures that customer requests and open items are addressed in a timely manner.

Requirements

• High School Diploma or GED.
• At least 1 year of experience; 15 semester hours of college in a related field may substitute for the required experience.
• Strong verbal and written communication skills and the ability to build positive customer relationships and respond professionally to inquiries and concerns by email.
• Ability to manage multiple customer accounts, competing priorities, deadlines, and a high volume of requests while maintaining timely and accurate work.
• Ability to research issues, identify solutions, coordinate with internal teams, and take ownership of customer requests through resolution.
• Ability to learn and use computer systems, including WSM, EDI, Smartsheet, Microsoft Office, and other business applications, while maintaining accurate records.
• Knowledge of order entry, EDI, ERP/WSM systems, and related processes, with strong attention to detail and accuracy.
• Ability to work independently and collaboratively, communicate workload concerns when assistance is needed, and follow through on assigned responsibilities and customer commitments.

Responsibilities

• Serve as the primary contact for assigned customers, maintain strong relationships, and follow customer needs and requests through to resolution.
• Enter and review customer orders for accuracy and resolve discrepancies.
• Respond by phone and email to questions about order status, back orders, reorders, delivery issues, late shipments, and other account matters.
• Work with plant manufacturing liaisons and internal departments to obtain order status, communicate production or delivery updates, and coordinate expedited orders when needed.
• Monitor open orders and customer requests, prioritize workload, communicate proactively when assistance is needed, and complete assigned work accurately and within expected timeframes.
• Perform customer service and other administrative duties in accordance with established work methods.

Benefits

• Medical, dental, and life insurance
• Company-paid short- and long-term disability
• Flexible spending accounts and dependent care options
• Vision and legal benefits
• Gym discounts and wellness clinics
• Tuition reimbursement for employees and their dependents
• Clear paths to promotion and internal mobility
• Training, coaching, and mentorship
• Development programs
• Paid vacation and holidays in the first year
• A culture that respects work-life balance

What This Job Offers

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