Customer Service Representative

KLR Executive Search Group is partnering with Boston Group, a 90-year-old commercial design and manufacturing company, to recruit a Customer Service Representative. Based on-site at the Ravenna, Ohio manufacturing facility, this dynamic, hands-on role connects customers with internal operations teams. You will work closely with manufacturing, scheduling, shipping, and sales to communicate order statuses and resolve issues.

Initially, the role focuses on supporting existing customers and strengthening the customer service function. As you build product expertise, the position can expand into broader commercial activities like inside sales support, lead generation, and account reactivation. Additionally, you will help the company modernize by transitioning from manual workflows to a cloud-based Infor Syteline ERP platform.

Key Responsibilities:

• Customer Support: Serve as the primary point of contact for existing customers. Provide responsive, accurate support, manage email/phone communication, and de-escalate difficult situations with sense of urgency.
• Order & Data Management: Handle order entry, maintain accurate customer records, and use customer portals to retrieve purchase orders and provide tracking.
• Cross-Functional Collaboration: Partner with manufacturing, scheduling, and shipping teams to track orders, research questions, and ensure customer commitments are met.
• Data & Technology Support: Use Excel to organize and present ERP data. Support the transition to the new digital ERP platform and help streamline legacy, paper-heavy workflows.
• Commercial Growth: Over time, assist the sales team with prospect research, dormant account reactivation, and outbound development.

Qualifications & Skills:

• Experience: Solid background in customer service, inside sales, account management, or manufacturing administration, with success managing complex customer needs.
• Communication & De-escalation: Excellent verbal and written skills, with the ability to remain professional under pressure, listen effectively, and build trust.
• Organization: Strong organizational skills and attention to detail. Ability to manage a high-volume workload with frequent interruptions and competing priorities.
• Collaboration: Demonstrated ability to work cross-functionally and coordinate effectively with operations, production, shipping, scheduling, and sales teams.
• Problem-Solving & Ownership: Strong troubleshooting skills with a willingness to take personal ownership of customer issues until fully resolved.
• Tech & ERP Savvy: Comfort with ERP systems, digital workflows, and ordering portals; experience with Infor Syteline is a major plus.
• Data Management: Working knowledge of Excel, specifically for importing/exporting and organizing data for customer reporting.
• Adaptability & Growth: Collaborative, flexible, and eager to learn within an evolving company, with a long-term interest in inside sales and business development.
• Work Location: Ability and willingness to work 100% on-site at the Ravenna, Ohio facility; remote work is not available.

The expected salary range for this position is $60,000 - $65,000 with a bonus opportunity and benefits.