Customer Service Representative

B/A Products Co.; Columbia (MD); On-site; USD 42,000 - 58,000; Full time

Job summary

B/A Products Co. is seeking a diligent Customer Service / Inside Sales professional to handle order entry, customer inquiries, and cross-functional coordination with planning, shipping, accounting, and outside sales.

The role emphasizes accurate ERP entry, order confirmations, and proactive communication to support operations and customer satisfaction in a fast-paced environment.

Qualifications

• Customer service and/or inside sales experience required.
• Experience in towing/auto transport/manufacturing a plus.
• Strong verbal and written communication skills.
• Proficient computer skills and ERP/Office experience preferred.
• Active listening and responsive communication essential.
• Ability to multi-task, prioritize, and manage time effectively.

Responsibilities

• All aspects of order entry, including receiving calls and customer service issues.
• Enter orders accurately in ERP and provide order confirmations.
• Coordinate with departments to resolve order issues and support sales.
• Follow up on orders and update customers on status and changes.
• Support returns, escalations, and customer visits/trade shows as needed.
• Assist outside sales and provide cross-functional support as required.
• Maintain excellent internal and external customer service standards.

Tools

Microsoft Office

ERP software

Job description

All aspects of order entry including: Receiving in bound calls for orders and customer service issues, order entry, providing customer service, assisting distributors with orders. Assist with scheduling, resolving order issues, and assisting the outside sales department.

Must be willing to work with and communicate with other departments of B/A: Planning, Shipping, Accounting, Operations, Outside Sales, Purchasing, Engineering, Quality Support and Leadership.

• Print out customer orders from the shared in box
• Answering incoming customer calls
• Review customer orders and requests via E-mail, fax and from outside sales
• Enter customer orders and PO’s accurately and timely in the ERP system
• Provide the Customer with order confirmations
• Follow up with customers for updates and/or changes to their orders
• Review and edit the Open Orders report to ensure all orders are released and shipped
• Enter order requested by dates in support of operations lead time, update as required
• Provide excellent customer service and excellent internal service
• Successfully upsell B/A Products for all market segments
• Coordinate with Operations and Shipping to advise shipment tracking for customers
• Coordinate with supply chain, production and engineering for non-standard requests
• Provide quality and timely response to all customer requests
• Support and resolve customer escalations
• Support the Return Material Authorization current and future state process
• Support customer visits, training and trade shows as needed
• Support business initiatives and strategies
• Support and adhere to the customer service guidelines
• Support the department cross training requirements

Job Type: Full-time

Skills And Qualifications Required

• Customer Service and/or Inside Sales experience
• Experience in the towing /auto transport/ manufacturing field a plus
• Demonstrated professional verbal and written communication skills
• Strong computer skills, Microsoft Office experience, and ERP software experience a plus
• Strong comprehensive and active listening skills, phone experience preferred
• Customer orientation and ability to adapt/respond to different types of challenges
• Ability to multi-task, prioritize, and manage time effectively
• Positive, upbeat attitude and works well in a team environment