Associate, Customer Service

Role Overview

The Associate, Customer Service provides an exceptional level of support to customers through consistent, high-quality service and communication. This role serves as the primary point of contact for inbound pre-sales and post-sales inquiries, delivering prompt and accurate responses while maintaining a customer-first attitude. This role manages customer communications, processes quotes, resolves issues, and maintains detailed records in Customer Relationship Management (CRM) systems. This role also collaborates with internal teams such as Sales, Supply Chain, and Engineering to ensure smooth and efficient service delivery, particularly for Tier 1 and Tier 2 customers.

 

Duties & Responsibilities

Customer Service & Communication

• • Serve as the first point of contact for inbound pre-sale customer inquiries, providing prompt and accurate responses
  • Address low-to-medium technical questions and escalate complex technical issues to the Engineering team
  • Identify and route OEM opportunities to the Sales team while ensuring all interactions align with training and divisional guidelines
  • Handle customer complaints and disputes, working cross-functionally to gather necessary information and resolve issues efficiently
  • Ensure timely resolution and closure of all customer inquiries to maintain high levels of customer satisfaction
  • Process customer quotations accurately and within agreed-upon timelines, ensuring a seamless quoting experience
  • Provide an enhanced level of service to select Tier 1 and Tier 2 customers
  • Share inventory updates, communicate order statuses, and collaborate with Sales, Supply Chain, and Engineering to ensure smooth operations
  • Respond to phone calls and emails promptly, ensuring all requests are handled efficiently and effectively
  • Maintain thorough documentation within the CRM system (Salesforce) and adhere to company policies for case management
  • Assist with product creation and pricing adjustments as needed

 

Reporting & Tracking

• • Support team and department initiatives by assisting with data tracking, performance monitoring, and reporting tasks
  • Compile and review information to support analysis of customer service metrics, order patterns, and workflow efficiency

 

Compliance & Corporate Training

• • Maintain current knowledge of company policies, procedures, and compliance requirements
  • Complete mandatory training on a timely basis and support adherence to organizational standards and updates

 

Experience & Qualifications

Education

• • Associate's Degree (or equivalent experience) Business, Marketing, or related field preferred 

 

Experience

Minimum 3 years

• • Experience working directly with customers and resolving order issues in a customer service, supply chain, or operations role

Software/Technical Skills

• • Strong communication skills (verbal and written)
  • Problem solving and decision making skills
  • Organization/prioritization skills with strong attention to detail
  • Ability to collaborate with staff in various technical areas and at different levels
  • Ability to maintain confidential information

Additional Details for This Role

This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by your manager. #LI-Hybrid

 

Base Salary

• • The targeted base rate range for this position is $ 25.00 - $ 28.00  hourly.
  • Base rate is determined by the education, experience, knowledge, skills, and abilities of the successful candidate, as well as factors such as internal equity, cost of labor in the hiring location, and alignment with market data. 
  • The base accounts for the entirety of the on-target earnings for this role. No additional incentives or variable pay are applicable.