Customer Service Associate

Job Overview

The Customer Service Associate serves as the primary point of contact for customers, visitors, vendors, and internal stakeholders. This role is responsible for delivering responsive customer support, coordinating communication across departments, managing service requests, and supporting sales and business operations throughout the order lifecycle. The Customer Service Associate plays a key role in ensuring accurate information flow, timely issue resolution, effective project coordination, and a positive customer experience while supporting operational efficiency and on-time delivery.

Key Responsibilities

Customer Support & Communication

• Serve as the primary point of contact for incoming customer calls, visitors, and general inquiries.
• Answer and route phone calls while accurately collecting and recording call information.
• Respond to customer inquiries, concerns, order status requests, and invoicing questions.
• Resolve customer issues and complaints in a timely manner and ensure appropriate follow-up.
• Identify recurring customer concerns and escalate issues when appropriate.
• Maintain positive and professional communication with customers and internal teams.

Sales & Order Support

• Support sales operations and outside sales teams with administrative and customer service activities.
• Assist with customer satisfaction and on-time delivery throughout the sales and order lifecycle.
• Coordinate customer return and cancellation requests.
• Expedite critical orders to meet customer deadlines.
• Work cross-functionally to ensure accurate communication and efficient order execution.

Project Coordination & Document Control

• Provide project coordination support for quotations and customer orders.
• Request, track, and maintain documentation from customers, vendors, and other external parties.
• Coordinate deliveries and related logistics activities.
• Maintain accurate records and documentation throughout the order and project lifecycle.

Ticket & System Management

• Review, update, and close customer and employee tickets within the digital ticketing system.
• Ensure ticket information is complete, accurate, and properly documented.
• Utilize CRM, ERP, and other business systems to support customer and operational requirements.

Vendor & Visitor Relations

• Interface with vendors, principals, shipping companies, and customers through phone, email, and other communication channels.
• Greet visitors at the front desk and coordinate communication with internal contacts.
• Support positive working relationships with internal and external stakeholders.

Basic Qualifications

• High school diploma required.
• 2+ years of experience in customer service, sales support, order fulfillment, or a related role.
• 2+ years of experience supporting customers in a fast-paced business environment.
• 2+ years of experience using Microsoft Office applications.
• 2+ years of experience working with CRM, ERP, ticketing, or similar business systems.

Preferred Qualifications

• Associate's or Bachelor’s Degree
• Experience supporting sales operations, quotation activities, order processing, or project coordination.
• Experience working in an industrial, manufacturing, distribution, or technical products environment.
• Experience coordinating with customers, suppliers, and logistics partners to support order execution and customer satisfaction.

Physical Requirements

• Ability to lift up to 25 pounds.

Safety Requirements

• Ability to comply with all company and customer safety policies and procedures.