Customer Service Rep

The Nagler Group; Leominster (MA); On-site; USD 32,000 - 47,000; Full time

Job summary

The Nagler Group is seeking experienced Customer Service Representatives in Leominster, MA to provide exceptional support to external dealers and internal departments. This role is not a call center environment, with ownership of customer needs from start to finish, including shipping questions and order updates.

The position involves collaboration with Sales, Shipping, Warehouse, Purchasing, Manufacturing, and other teams, and takes place in a working showroom where in-person interactions are

Qualifications

• High school diploma required; Associate's degree from an accredited college or university preferred.
• 2+ years of experience in customer service or a similar customer-facing role.
• Strong communication, listening, and problem-solving skills.

Responsibilities

• Provide exceptional customer service to external dealers and internal teams across the organization.
• Take ownership of assigned customers, projects, and orders, ensuring all details are accurate and followed through to completion.
• Manage customer needs including shipping issues, product questions, order concerns, and general service requests.
• Listen carefully to customers, understand their concerns, identify root causes, and communicate and expedite the best solutions.
• Work closely with the Sales team to strengthen dealer relationships and support successful customer partnerships.

Skills

Customer service

Communication

Problem solving

Multi-department coordination

Organization

Education

High school diploma

Associate's degree preferred

Tools

CRM software

Order management

Job description

Customer Service Representative

Pay: $23–$34/hour, depending on experience
Schedule: Full-time, with potential for overtime
Work Arrangement: Onsite initially; opportunity to transition to hybrid
Leominster MA
Openings: 2–3 positions

Position Overview

We are seeking experienced Customer Service Representatives to provide exceptional support to both external dealers and internal departments. This is not a call center environment. Our CSRs take ownership of their assigned customers and manage their needs from start to finish, including shipping questions, product issues, order updates, and problem resolution.

The role works closely with Sales, Shipping, Warehouse, Purchasing, Manufacturing, and other departments to ensure customers receive timely, accurate, and personalized service. The office also operates as a working showroom, so CSRs will have the opportunity to interact with customers in person when they visit.

Key Responsibilities

• Provide exceptional customer service to external dealers and internal teams across the organization.
• Take ownership of assigned customers, projects, and orders, ensuring all details are accurate and followed through to completion.
• Manage customer needs including shipping issues, product questions, order concerns, and general service requests.
• Listen carefully to customers, understand their concerns, identify root causes, and communicate and expedite the best solutions.
• Work closely with the Sales team to strengthen dealer relationships and support successful customer partnerships.
• Collaborate with Shipping, Warehouse, Sales, Purchasing, Manufacturing, and other departments to resolve issues and meet customer needs.
• Follow up with customers regarding order acknowledgements and required sign-offs.
• Proactively perform follow-up activities within an assigned territory to maintain strong customer relationships.
• Interact with customers in person when they visit the company's working showroom.
• Develop a strong understanding of the company's sales, purchasing, manufacturing, and computer systems as they relate to customer satisfaction.
• Meet or exceed mutually agreed-upon goals and objectives.
• Adhere to established company policies and procedures.
• Take on additional responsibilities as requested.

Qualifications

• High school diploma required; Associate's degree from an accredited college or university preferred.
• 2+ years of experience in customer service or a similar customer-facing role.
• Strong communication, listening, and problem-solving skills.
• Ability to take ownership of customer needs and follow issues through to resolution.
• Highly organized with strong attention to detail and follow-through.
• Ability to work effectively across multiple departments and build strong internal and external relationships.
• Comfortable working in a fast-paced environment and managing multiple orders or projects simultaneously.