05/23/2026
POSITION SUMMARY
The Customer Service Representative is responsible for interfacing with customers prior to and/or after sale. Develop and maintain positive customer relations and coordinate with various functions within the company to ensure customer requests are handled appropriately and in a timely manner.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The essential functions include, but are not limited to the following:
• Processing orders for merchandise by mail, telephone, fax, email or customer or company employee through pre- and post-sales
• Analyzing customer inquiries to determine appropriate product literature and pricing schedules; influencing production and shipping schedules; recommending price changes based on company/customer relationship; recognizing new business opportunities
• Resolving production scheduling, shipping, or invoicing problems; determining validity of warranty claims and scheduling repair resources; changing production and shipping schedules; and recognizing add-on business opportunities
• Editing orders received for pricing; informing customer of unit prices, shipping date, anticipated delays, and any additional information needed by customer; printing shipment documents and forwarding to the Customer Service manager for review; recording or filing copy of order received
• Following-up on orders to ensure delivery by specified dates; may compute price, discount, sales representative’s commission, and shipping charges as required
• Preparing invoices and shipping documents such as export papers and commercial invoices
• Checking shipping orders to ensure they are accurate with regards to quantity shipped
• Specifying if special labeling is required for shipment; supplies to the shipping department as needed
• Receiving and checking customer complaints; consulting with production, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipment
• Compiling statistics and preparing various reports for management
• Making sure quotes are processed through the quoting process in a timely manner Maintaining customer name and address database; responsible for sending new pricing, with the correct multiplier, to all customers
MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)
• High school diploma or general education degree (GED); Must be US Citizen 18yrs or older; or one to three months related experience and/or training; or equivalent combination of education and experience
• Prior experience with customer service a plus
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• Excellent oral and written communication skills
• Excellent customer relationship skills
• Organized
• Ability to read and interpret documents such as procedure manuals, work instructions, and software manuals; ability to write routine reports and correspondence
PHYSICAL DEMANDS AND WORK ENVIRONMENT
Ability to sit for long periods of time.
NOTE
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.
