Customer Service Associate

Job Title : Customer Service Associate

Shift : Monday-Friday 8 : 00 AM-4 : 30 PM

Location : Massillon

Job Type : Full-time

Pay rate : $20.00- $22.00 Based on experience

About Us : Our Company is small but dynamic manufacturing company dedicated to providing high-quality products and exceptional customer service.

We pride ourselves on our team-oriented environment and our commitment to supporting each other to achieve our goals.

Job Description : We are seeking a positive, upbeat team player to join our team as a Customer Service Associate. In this role, you will be the primary point of contact for our customers, providing outstanding service and assistance.

You will also support our front office operations. The main focuses for this position are customer service, order processing, and general office duties.

As a small company, we value versatility and teamwork, so the ability to jump in and assist wherever needed is essential.

Key Responsibilities :

• Serve as the primary customer contact
• Reach out to customers via phone and email
• Respond to customer inquiries via phone and online chat portal
• Qualify incoming leads and initiate contact
• Receive and process customer orders via phone and online submission
• Collaborate with production personnel to schedule orders
• Answer phones, screen calls, and provide basic product information (lead times, pricing, pictures, etc.)
• Coordinate customer transitions to designated salespeople
• Update customer information as needed
• Process invoices and collect payments
• Resolve customer problems efficiently and effectively
• Book incoming orders of stock productions, including data entry and customer confirmation
• Coordinate sample requests with salespeople
• Convey shipping information to both Connecticut and Ohio locations and print pick sheets
• Maintain files such as sales orders, invoices, and reports
• Issue RMAs (Return Merchandise Authorizations)
• Fill in for other office staff as needed (vacations, sick time, etc.)
• Greet visitors at the front of the office
• Perform general office duties like filing and answering the phone
• Process production orders and report production data as needed

Requirements :

• Experienced customer service professional; manufacturing environment experience is a plus
• Detail-oriented with strong organizational skills
• Excellent interpersonal skills and a team player
• Outstanding oral and written communication skills
• Well-organized with effective time management skills
• Good listener with a calm demeanor and strong problem resolution skills
• Ability to work independently
• Proficient in Microsoft Office, including Word and Excel
• Previous experience using a Customer Relationship Manager (CRM) package is a plus

Additional Information : This list of responsibilities is not exhaustive and may include additional duties as needed to support the team.

You will be cross-trained on all front office duties.

Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.