Customer Service Representative

The Customer Service Representative plays a vital role in delivering positive, reliable, and professional experiences for our customers. Working within a manufacturing environment, this role supports both external customers and internal teams by providing accurate information, processing orders, and coordinating communication across departments. This position combines customer-facing responsibilities with operational support to ensure smooth workflows and high levels of customer satisfaction.

Key Responsibilities

• Provide Professional and Friendly Customer Service
• Engage customers and prospective customers by phone and online using a warm, attentive, and solution-focused approach.
• Provide timely and accurate information related to products, pricing, availability, and delivery.
• Address customer questions or concerns professionally, with a focus on efficient and effective resolution.
• Process customer requests accurately, ensuring a smooth and positive customer experience.

Customer Operations Support

• Set up new customer accounts with accuracy and attention to detail.
• Enter, process, and review customer orders to support accurate and timely fulfillment within the manufacturing workflow.
• Coordinate customer needs internally by communicating clearly with production, planning, and logistics teams.
• Follow up on customer interactions to ensure questions are resolved and expectations are met or exceeded.
• Maintain organized and up-to-date customer files, documentation, and records.
• Support Customer Experience and Loyalty
• Accurately document customer interactions, including calls, emails, and follow-ups, in the CRM system.
• Capture relevant customer details that support consistent, high-quality service across interactions.
• Contribute to a team-focused service culture that builds trust, strengthens relationships, and fosters long-term customer loyalty.
• Assist with outbound customer outreach campaigns as assigned

Skills and Qualifications

• Experience or exposure to ERP and CRM systems in a customer service setting; manufacturing experience and prior experience with the SAP system is a strong plus.
• Beginner-level proficiency with Microsoft Outlook, Word, Excel, and Teams.
• Strong verbal and written communication skills with a customer-first mindset.
• Ability to stay organized, prioritize tasks, and manage multiple customer requests simultaneously.
• Positive, solution-oriented attitude and the ability to collaborate effectively across teams and departments.

What Success Looks Like

• Customers feel valued, supported, and well informed throughout every interaction.
• Communication with customers and internal teams is accurate, clear, and timely.
• Orders and customer requests are processed accurately and support efficient manufacturing operations.
• CRM records are complete, organized, and useful for improving service quality and customer satisfaction.
• Customers return not only for our products, but for the consistent, dependable service you provide.

“This role offers opportunities to grow product knowledge, system expertise, and cross-functional collaboration within a manufacturing organization.”

Pay: $18.00 - $20.00 per hour

Application Question(s):

• This role is fully on-site. Are you comfortable commuting to Lancaster, NY and then, once we are in our new facility, to Alden, NY?

Work Location: In person