Customer Service Representative

Backer Hotwatt; Danvers (MA); On-site; USD 40,000 - 64,000; Full time

Benefits offered by this job

Health benefits

401(k)

Paid time off

Dental & Vision

Job summary

Backer Hotwatt, Inc. is seeking a Customer Service Representative to process orders received via email and telephone, respond to customer inquiries, and deliver exceptional service.

This role requires strong communication, attention to detail, and coordination with internal departments to ensure customer satisfaction. Responsibilities include providing timely quotes, processing orders/returns, updating customer records, and generating reports.

Qualifications

• Associate’s degree or equivalent is required.
• Minimum of 2 years of customer service experience.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook).
• Strong oral and written communication skills.
• Ability to work effectively in a team environment.

Responsibilities

• Provide timely and accurate quotes to customers.
• Process customer orders, changes, and returns per policy.
• Acknowledge new inquiries within 2–3 hours.
• Distribute incoming leads to the appropriate team members.
• Maintain and update customer records in the database.
• Generate sales reports and performance metrics as requested.
• Attend and participate in production meetings.
• Collaborate with production/planning, engineering, and shipping.

Skills

Communication skills

Teamwork

Detail orientation

Microsoft Office proficiency

Education

Associate’s degree or equivalent

Tools

HubSpot

CRM systems

Microsoft Office

Job description

Overview

Department/Title: 000200/Customer Service Representative
Commitment: Full-Time Non-Exempt
Workplace Summary: Backer Hotwatt, Inc. was established in 1952 and is a leader in manufacturing resistance heating elements. Here at Backer Hotwatt, Inc. we tackle projects others won't. Our world-class component-level heaters add value, make integration easy, and help you solve complex application challenges. The Customer Service Representative is responsible for processing orders received via email and telephone, responding to customer inquiries, and delivering exceptional service. This role requires effective communication, attention to detail, and coordination with internal departments to ensure customer satisfaction.

Key Responsibilities

• Provide timely and accurate quotes to customers
• Process customer orders, changes, and returns in accordance with company policies
• Acknowledge all new inquiries within 2–3 hours
• Distribute incoming leads to the appropriate team members
• Maintain and update customer records in the database
• Generate sales reports and performance metrics as requested
• Attend and actively participate in production meetings
• Collaborate regularly with production/planning, engineering, and shipping departments

What We Are Looking For

Requirements:

• Associate’s degree or equivalent
• Minimum 2 years of customer service experience
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, etc.)
• Strong oral and written communication skills
• Good communication skills and ability to work effectively in a team environment

Preferred Qualifications:

• Experience with HubSpot is a plus
• Experience working with a CRM system is a plus

What We Have To Offer

We offer benefit packages that may include Medical, Dental, Vision, Life, Short-and Long-Term Disability, Flexible Spending Accounts, Paid Time Off (including your birthday), Paid Holidays, and 401(k).

Additional Duties You Should Understand

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

Backer Hotwatt, Inc. is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances.