Customer Service Representative

Role Description

We’re seeking a Customer Service Representative who will be responsible for processing customer orders, returns, account adjustments, inquiries, and complaints while providing timely, accurate, and professional customer service. They will communicate with customers to address questions and resolve issues efficiently. Work with internal teams as needed to meet customer needs and maintain positive customer experience by performing the following duties.

This is a hybrid role based out of our Corporate Headquarters in Somerville, New Jersey with an expectation of three days per week in the office.

What You’ll Do:

• Process customer orders, literature requests, and sample requests through the ERP system.
• Assist customers with product inquiries, distributor information, pricing, availability, and order status.
• Resolve customer concerns and coordinate follow-up with internal teams.
• Partner with internal departments and carriers to support order fulfillment and shipment tracking.
• Manage product returns and related customer credits.
• Support account setup, adjustments, and credit processing.
• Serve as a liaison between customers, representatives, and internal departments.
• Support EDI order processing and partner communications.
• Perform other duties as assigned.

Qualifications

Education

• Associate degree or equivalent from two-year college or technical school

Experience

• 1 + years’ experience in comparable role
• Basic computer skills, including MS Office
• Salesforce preferred but not required

Skills

• Attention to detail along with strong multi-tasking skills
• Superior communication skills, listening, verbal and writing and desire to work as part of a team
• Sense of urgency in all matters
• Strong problem-solving skills and ability to develop effective solutions.
• Customer-focused mindset.

Company Overview

Specified Technologies Inc. (STI) is an industry leader in the development of firestopping systems, smoke and sound control products, and innovative construction solutions. For over 36 years, STI has partnered with contractors, engineers, and building owners to provide tested, trusted, and code‑compliant solutions worldwide.

Headquartered in Somerville, New Jersey, the company has grown to serve multiple markets and geographies and remains committed to innovation, safety, and performance in passive fire protection.

Why You’ll Love Working Here (Benefits & Perks)

At Specified Technologies Inc. (STI), you’ll be part of a team that values innovation, integrity, and individual growth. We’re committed to supporting your well-being, work-life balance, and financial future through a comprehensive benefits package, including:

Healthcare Coverage – Medical insurance options, plus dental and vision plans to keep you and your family healthy

401(k) Retirement Plan – Build your financial future with employer contributions

Company-Paid Life Insurance – Added peace of mind for you and your loved ones

Generous Paid Time Off – Company-paid holidays, vacation, floating, and sick time to support work-life balance

Collaborative Team Environment – Work with people who support you, value your contributions, and want to see you succeed

Compensation - $23 - $25 Hourly

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Please note: This position is not eligible for visa sponsorship or H-1B transfer. Candidates must be legally authorized to work in the United States at the time of application and not require sponsorship now or in the future.

Pay: $23.00 - $25.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person