Customer Service Representative

Title: Customer Service RepresentativeLocation: Rockwell, NC or Spartanburg, SC (On-site)Schedule: Monday-Friday, standard business hours Mission of the Role (What you'll be doing)The Customer Service Representative provides a consistent, high-quality customer experience and serves as a key connection point between customers, sales, and operations. This role is responsible for managing orders, supporting customer needs, and proactively communicating updates to ensure seamless service delivery.As a trusted partner to both internal teams and external customers, the CSR plays a critical role in building long-term relationships, resolving issues, and supporting overall business growth. This individual will also collaborate closely with the sales team to promote the full range of products and services, helping deliver complete, value-driven solutions.Key Duties & Accountabilities (Primary responsibilities)Process and confirm customer orders the same day they are receivedGenerate standard quotes within 24-48 hoursRespond to phone calls by the 3rd ring and all emails within the same business dayBuild, maintain, and update pricing lists to protect and maintain gross profit marginsCreate accurate product specs and inventory items within 24-48 hoursResolve customer issues quickly and escalate when needed to ensure timely resolutionMonitor open orders, backorders, and inventory levels, proactively communicating any changesSupport DIFOTIS (Delivered In Full, On Time, In Spec) performance standardsUse sound judgment and decision-making to meet quality and service expectationsServe as a liaison between sales, purchasing, design, manufacturing, and shipping teamsEssential FunctionsPrepare proposals and customer correspondenceMaintain accurate and detailed customer recordsMonitor and assist with resolving slow payment issuesSupport management of slow-moving inventoryExpedite materials based on customer needs and timelinesWhat You'll Bring (Background & Experience)High School diploma or GED requiredPrevious customer service experience preferred (manufacturing, packaging, distribution, or similar environment is a plus)Skills & QualificationsStrong organizational skills with the ability to prioritize and manage multiple tasksHigh attention to detail and accuracyAbility to take initiative and demonstrate ownership in day-to-day responsibilitiesBasic arithmetic skills, including gross profit calculationsProficiency in Microsoft Office (Excel, Word, Outlook, PowerPoint)Strong written and verbal communication skills across multiple channelsAbility to collaborate cross-functionally with internal teams and external partnersReliable attendance and punctualityCompensation & BenefitsThe final base pay offered to the successful candidate will be determined by factors such as work location, job-related skills, qualifications, experience, responsibilities, and relevant education and training. In addition to our compensation, we offer a comprehensive benefits package including the following:Bonus based on company performance Medical, dental, and vision insurance401(k) retirement savings plan with company matchPaid time off (including vacation, company holidays, and parental leave)Employee Assistance Program (EAP)Other benefits such as life insurance, disability coverage, and wellness programs

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