Customer Service Representative

The Steel Network; Durham (NC); Sur place; USD 32 000 - 46 000; Plein temps

Résumé du poste

The Steel Network in Durham, NC is seeking a Customer Service Representative to be the central hub for customer care, sales support, and operational coordination. You will respond to inquiries, process quotes and orders, and work with internal teams to ensure accurate communication and timely delivery.

Ideal candidates bring strong communication, meticulous attention to detail, and the ability to manage multiple requests while using ERP/CRM systems.

Qualifications

• High school diploma or equivalent required.
• Experience in customer service or sales support preferred.
• Experience using ERP/CRM systems is advantageous.

Responsabilités

• Respond promptly to inquiries by phone, email, and in person.
• Prepare and process quotations, orders, returns, and related documentation.
• Coordinate with internal teams to fulfill customer requirements and timelines.
• Maintain accurate customer and order information in ERP/CRM systems.
• Provide shipping information and assist with routine account needs.

Connaissances

Strong communication

Organizational skills

Multitasking

Customer focus

Team collaboration

Formation

High school diploma or equivalent

Outils

ERP

CRM

Microsoft Office

Description du poste

Customer Service Representative

You Are Not Just Taking a Job - You Are Entering a Calling

At TSN, the Customer Service Representative role exists at the intersection of customer care, sales support, and operational coordination. The work is not simply about responding to requests or processing transactions. It is about serving customers and coworkers through accurate communication, reliable follow-through, sound judgment, and responsible stewardship of information, commitments, and relationships.

We want to say this plainly and without exaggeration: Our commitment to glorify God through our work drives us to invest intentionally in every team member's professional, personal, and intellectual growth - with excellence and purpose. This is not because we promise comfort, but because we intentionally invest in people as whole individuals, honoring the inherent dignity and worth that every person brings to our workplace.

Who We Are (Why We Exist)

TSN's leadership strives to honor God through the way we serve employees, customers, and the community. Our culture, leadership, and approach to manufacturing excellence are grounded in the conviction that every person is created in the image of God (Imago Dei) and therefore possesses intrinsic dignity, worth, reason, responsibility, and untapped potential. This belief shapes our commitment to treating every employee, customer, vendor, and community member with respect, humility, integrity, and excellence.

We are unapologetically a People First organization - not as a slogan, but as our operating system.

Our mission is to deliver high-quality, precision-built steel fabrication and manufacturing solutions through a vertically integrated production model while building a culture where people have the opportunity to grow and flourish personally, professionally, intellectually, and, where meaningful to them individually, spiritually, with excellence and joy - all for the glory of God and the good of those we serve.

The Role: Customer Service Representative

As a Customer Service Representative, you provide responsive customer support and coordinate sales-support activities across the customer lifecycle. You serve as a central point of coordination for customer inquiries, quotations, orders, returns, shipping information, and routine account needs while supporting the Business Development Manager and internal teams with accurate communication and reliable follow-through.

This role requires strong communication, organization, attention to detail, problem-solving, and sound judgment. You will manage multiple customer requests and deadlines, maintain accurate information in business systems, coordinate across internal teams, and elevate technical, pricing, account, or project-related matters to the appropriate responsible team member.

This is a full-time, Monday-Friday, in-office position. Core business hours apply in accordance with the employee handbook to provide consistent customer and internal team support.

The role supports communication, coordination, documentation, and follow-through while technical recommendations, pricing decisions, and business-development ownership remain with the appropriate responsible team members.

Key Responsibilities

• Respond promptly and professionally to customer inquiries and concerns by phone, email, and in person.
• Provide timely updates regarding quotations, orders, returns, shipping status, product availability, and routine customer requests.
• Follow up with customers regarding satisfaction, ongoing needs, and open service matters; build positive relationships through accurate information and reliable follow-through.
• Greet walk-in customers and coordinate assistance with the appropriate internal resource.
• Initiate outbound calls or emails to current and prospective customers regarding new products, service updates, and other offers.
• Support the Business Development Manager with customer communications, account administration, follow-up activities, and project or opportunity information.
• Receive and document incoming sales inquiries, gather relevant customer and project details, and route opportunities to the Business Development Manager or appropriate internal resources.
• Prepare and process quotations, orders, returns, and supporting customer documentation.
• Maintain accurate customer, account, quotation, order, and opportunity information in ERP, CRM, and other reporting systems.
• Coordinate routine follow-up on open quotations, customer requests, and action items identified by the Business Development Manager.
• Maintain familiarity with TSN products, manufacturing processes, fabrication capabilities, customer applications, and internal workflows to support accurate communication and request coordination.
• Support customer surveys, outreach activities, reports, account-development initiatives, and customer-retention efforts.
• Collaborate with engineering, estimating, project management, manufacturing, shipping, accounting, marketing, and customer service colleagues to support customer requirements.
• Communicate customer expectations, order information, requested timelines, shipping needs, and related details accurately to internal teams.
• Use carrier platforms to obtain shipping rate quotes and provide approved shipping information; develop working knowledge of flatbed, less-than-truckload (LTL), and parcel shipments.
• Assist with delinquent-account follow-up in coordination with accounting and the appropriate account owner when requested.
• Assist with quarterly inventory counts, customer-order preparation, assigned reports, training activities, and special projects as needed.
• Resolve routine customer issues and elevate technical, pricing, account, or project-related matters appropriately.

Skills and Qualifications

• Strong written and verbal communication skills with a customer-focused, collaborative approach.
• Ability to organize and prioritize multiple customer requests, orders, follow-up activities, and deadlines.
• Strong attention to detail and accuracy when entering quotations, orders, returns, shipping information, and customer records.
• Ability to work collaboratively with the Business Development Manager and cross-functional teams while maintaining clear ownership of assigned follow-up activities.
• Problem-solving skills and sound judgment when resolving routine concerns or elevating technical, pricing, project, or account matters.
• Ability to learn TSN cold-formed steel framing products, fabrication capabilities, customer applications, and internal workflows sufficiently to route questions and support accurate communication.
• Ability to use ERP, CRM, Microsoft Office, email, carrier platforms, and other business systems effectively.
• Professional communication and conduct when interacting with customers, prospects, visitors, and coworkers.
• Ability to type at an average speed of 40 words per minute.
• High school diploma or equivalent required.
• Previous experience in customer service, sales support, order processing, manufacturing, building products, logistics, or a related environment preferred.
• Experience coordinating customer requests across sales, operations, shipping, accounting, or technical teams preferred.
• Experience using ERP, CRM, order-entry, or shipping systems preferred.

Who Thrives Here

• Care deeply about serving people, not simply completing transactions.
• Communicate clearly, calmly, accurately, and respectfully.
• Organize multiple requests, details, follow-up activities, and deadlines without losing ownership.
• Value accurate records and reliable follow-through.
• Use sound judgment to resolve routine concerns and elevate matters appropriately.
• Collaborate effectively across sales, engineering, operations, shipping, accounting, marketing, and customer service.
• Are comfortable learning products, manufacturing processes, fabrication capabilities, logistics workflows, and business systems.
• Take stewardship of customer commitments, information, time, and organizational resources seriously.
• Embrace continuous learning and professional growth.

We are not looking for transactional customer service. We are seeking a professional who takes ownership of communication, coordination, and follow-through.

Our People First Hiring Process (What to Expect)

Our hiring process is intentionally human and rigorous.

We do not start with "Can you do the job?" - we start with "Who are you becoming?"

You will experience:

• A People First culture-fit reflection
• Interviews rooted in character, stewardship, and self-awareness
• Evaluation through your desire to grow and flourish personally, professionally, and intellectually with excellence, humility, and joy.
• A process designed to honor you as a person - not reduce you to a resume fitting a role
• Hiring criteria evaluated through observable behaviors and demonstrated qualities, not religious affiliation.

Our commitment is to build a high-trust, high-honor team where people flourish together in an environment shaped by organizational values, including faith-based principles held by leadership.

Our Promise to You

Equal Opportunity & Non-Discrimination Statement

TSN operates from value-driven leadership principles, including Christian faith traditions held by the organization, while remaining an Equal Opportunity Employer to individuals of all beliefs. We welcome qualified applicants of all faiths, beliefs, races, ethnicities, national origins, sexes, ages, disabilities, veteran statuses, and backgrounds.

Employment decisions are made based upon qualifications, character, professionalism, performance, and organizational needs - never upon an individual's religion, creed, race, sex, gender identity, sexual orientation, age, disability, or any other protected classification under applicable federal, state, or local law.

Our leadership culture is grounded in biblical principles including humility, stewardship, compassion, integrity, and service to others. No employee or applicant is required to share any religious belief or participate in religious activity as a condition of employment.

If you join this team, you will find:

• Leaders who joyfully invest intentionally in your personal and professional mastery
• Teammates who respect and protect one another
• Standards that push you toward excellence
• A culture where your humanity is never ignored
• A workplace where your work has meaning

We believe people are the mission.

If that resonates with you - we would be honored to meet you.