CSR & Order Processor

Markertek; Town of Saugerties (NY); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Life insurance

Paid time off

401(k) retirement plan

Profit-sharing bonus program

Employee Stock Ownership Plan (ESOP)

Job summary

Tower Products Incorporated, a 100% employee-owned company located in Saugerties, NY, is seeking a detail‑oriented Customer Service Specialist to join our team. You will support high‑profile customers, handle inquiries, and coordinate with multiple departments to ensure smooth order flow.

The role emphasizes teamwork, strong communication, and problem solving, with on-site work schedule Monday–Friday, 8:30am–5:00pm or 9:30am–6:00pm, and a comprehensive benefits package including ESOP and 401(k).

Qualifications

• Customer service experience preferred.
• Strong verbal and written communication.
• Proficient with Microsoft Office.
• Ability to multitask and stay organized.
• Attention to detail and critical thinking.
• Team-oriented with collaboration.
• Bilingual skills welcome but not required.

Responsibilities

• Prepare to begin working at the start of your shift.
• Cover Express Sales Meetings.
• Handle inbound communications: calls, emails, and chats.
• Provide pricing, availability, order status, and returns assistance.
• Basic order entry and routing calls to other departments.
• Manage RMAs/returns and web-order follow-up.
• Handle open unassigned web orders follow-up.
• Maintain contacts and learn house brands through training.

Skills

Microsoft Office

Customer service

Communication skills

Organizational skills

Multitasking

Attention to detail

Critical thinking

Team collaboration

Bilingual welcome

Job description

A 100% Employee‑Owned company, Tower Products Incorporated is one of the largest and most successful supply companies in the nation. We are a Customer First company where employees take pride in the work we do and support one another. We look for problem‑solvers who want to help our high‑profile customers.

Key Responsibilities

• Prepare to begin working at the start of your shift.
• Cover Express Sales Meetings.
• Handle and qualify inbound communications such as calls, sales@ emails, and chats.
• Directly handle customers, providing:
• Standard pricing and availability
• Order status and PO follow‑up
• Returns assistance
• General questions (operational inquiries, directions)
• Basic shipping quotes
• Basic product recommendations based on knowledge level
• Troubleshooting and reporting website issues
• Basic order entry
• Call routing to other departments
• Receiving and routing tax certificates, credit applications, or catalog requests
• Basic understanding of distributed lines
• Registration, discounts, fees, shipping programs and restrictions
• Qualify, distribute, handle, and manage TecNec sales inbox.
• Handle all RMAs/returns/return follow‑up for unassigned accounts/web orders and returns‑based sales@ emails.
• Handle general follow‑up and customer interaction for open unassigned web orders.
• Exempt from handling web orders already being handled by another CSR.
• Manage KanBan Rush entry.
• Acquire basic knowledge of house brands through training.
• Add, edit, activate, deactivate, and manage all aspects of contacts.
• Achieve fluency and accuracy in all aspects of order entry.
• Know, inquire, and understand the Employee Manual and Core Values.

Knowledge and Skills Requirements

• Microsoft Office experience preferred
• Previous customer service experience preferred
• Strong interpersonal and communication (verbal/written) skills
• Solid organizational skills
• Ability to multitask
• Attention to detail
• Critical thinking
• Ability to recognize and outline available resources
• Comfortable with team collaboration
• Previous multimedia experience is a plus but not required (broadcast, pro‑audio, video)
• Bilingual skills welcome but not required for immediate job openings.

Competitive Benefits Include

• Medical, dental, and vision insurance
• Life insurance
• Paid time off
• 401(k) retirement plan
• Profit‑sharing bonus program
• Employee Stock Ownership Plan (ESOP)

Additional Information

Tower Products Incorporated
100% Employee‑Owned
Located in Saugerties, NY
Equal Opportunity Employer (EOE)

*This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Monday–Friday, 8:30 am–5:00 pm / 9:30 am–6:00 pm

Full‑Time, non‑exempt, 40‑hour week, On‑site