Customer Service Associate

Customer Service Associate

Schedule: Monday Friday, 8:00 AM 5:00 PM
Position Level: Entry Level

Position Overview

The Customer Service Associate serves as an internal point of contact for customers, providing value-added support and helping deliver a positive customer experience. Primarily through telephone and electronic communication, this position responds to customer requests, questions, concerns, and complaints while supporting the overall order management process.

The Customer Service Associate is expected to use sound judgment, develop strong problem-solving skills, and maintain professional relationships with customers and internal teams. Work is performed under general supervision and guidance.

Key Responsibilities

• Assist Customer Account Representatives with a variety of customer service and administrative tasks.
• Serve as a key internal contact for an assigned customer and sales representative base.
• Establish and maintain positive working relationships with customers, team members, and supervisors.
• Support customer orders from initial order entry through delivery and invoicing.
• Process incoming orders and confirm product pricing and availability.
• Provide customers with timely updates regarding order status, availability, and delivery.
• Communicate professionally and effectively with customers by phone and electronically.
• Enter, update, and complete transactions using multiple business systems.
• Maintain accurate customer account information, including notes, emails, phone communications, and special instructions.
• Process new customer setup and customer account update requests.
• Administer sales orders, customer complaints, material returns, and credits accurately and on time.
• Respond to customer questions regarding pricing and product availability.
• Fulfill customer requests for product documentation, including safety data sheets and certifications.
• Communicate relevant customer information to internal departments, including forecasts, personnel changes, address changes, and receiving schedules.
• Proactively communicate customer-initiated order changes to product supply representatives and shipping teams.
• Use system reports and inquiries to identify and complete activities that support superior customer service.
• Develop knowledge of company products and services as well as customer and competitor offerings.
• Provide market and account intelligence gathered through customer interactions.
• Participate in customer calls and visits alongside sales representatives as needed.
• Partner with sales and product supply teams to help reduce aged inventory.
• Follow all applicable ISO procedures and company policies.
• Effectively manage workload and meet established time-management expectations.

Qualifications

• High school diploma or GED required.
• 1 3 years of experience in customer service, administrative support, sales support, order management, or a related role.
• Experience within a global OEM, manufacturing, distribution, or similar environment preferred.
• Strong verbal and written communication skills with a professional customer-facing demeanor.
• Excellent organizational skills and ability to manage multiple priorities in a fast-paced environment.
• Proficiency in Microsoft Word, Excel, and PowerPoint.
• SAP experience preferred.
• Strong attention to detail and problem-solving skills.
• Team-oriented with the ability to collaborate effectively across departments.

Key Competencies

• Adaptability: Effectively adjusts to changing priorities and customer needs.
• Communication: Demonstrates clear and professional written and verbal communication.
• Team Contribution: Collaborates effectively with internal teams to achieve shared goals.
• Quality Orientation: Maintains a high level of accuracy and attention to detail.
• Safety Awareness: Maintains and promotes established workplace safety standards.