Customer Service Representative

POSITION SUMMARY

The Customer Service Representative is often the first person a customer talks to at Maxton Manufacturing Company. Working under the direction of the Customer Service Manager, this role takes and processes orders, answers questions about accounts, pricing, sizing, and order status, and follows each request through until it is resolved.

The position opens new customer accounts, handles invoicing and credits, and works closely with Materials, Tech Support, Inventory Control, Production, and Shipping to get customers accurate answers. Non-routine or major issues are escalated to the Customer Service Manager or the appropriate department. The role also backs up the switchboard and front desk.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Orders and Scheduling

· Receive and process customer orders by phone, email, online, mail, and fax. Enter orders accurately in the ERP system, schedule them, and release them to Shipping.

· Notify the Production Manager and Materials Manager of large orders, both current and forecasted, so capacity and materials can be planned.

· Contact the customer promptly about any change to an agreed-upon order, including price, quantity, or ship date.

· Help compile the following week's scheduled orders and send them to Shipping.

Accounts and Billing

· Set up new customer accounts, collect credit references, and follow up with customers on account status.

· Complete invoicing and process credits, credit adjustments, and rebilling.

· Process Return Authorizations and maintain the daily Receiving Log.

· Complete month-end reports and tasks on schedule.

Coordination and Support

· Work with Materials, Tech Support, Inventory Control, and Shipping to confirm information and resolve customer needs.

· Share the workload with the customer service team so orders and requests do not stall.

· Cover the switchboard and reception as needed: answer and route calls, greet visitors, and handle general administrative tasks.

· Complete special projects and other related duties as assigned.

QUALIFICATIONS

· Experience. At least 2 years of customer service experience, or an equivalent combination of education and experience.

· Computer skills. Accurate data entry in an ERP system. Solid Excel skills, including building a spreadsheet from scratch with formulas. Comfortable with standard office equipment (multi-line phone system, printer, copier, postage machine).

· Product knowledge. Willingness to learn hydraulic elevator valves and related parts well enough to answer customer questions, along with company policies and procedures. Training is provided.

CORE COMPETENCIES

· Customer focus. Stays calm and patient with difficult customers and works toward solutions that are fair to both the customer and Maxton.

· Accuracy and attention to detail. Catches errors before they reach the customer, the shop floor, or the invoice.

· Urgency and follow-through. Treats customer requests as time-sensitive and closes the loop without being reminded.

· Problem solving and judgment. Analyzes problems, makes sound decisions, and adapts when priorities shift.

· Communication. Communicates clearly and professionally, both verbally and in writing.

· Organization. Manages several tasks at once and works well under pressure.

· Teamwork. Self-motivated, flexible, and supportive of coworkers.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

Work is performed in an office setting within a manufacturing facility. The role requires extended periods of sitting, computer use, and phone work, and occasional walking through the plant to coordinate with other departments. Occasional lifting of up to 20 pounds may be required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Pay: $20.50 - $26.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person