Customer Service Representative

Palmer-Donavin; Etna Township (OH); On-site; USD 35,000 - 54,000; Full time

Benefits offered by this job

ESOP

PTO (up to 112 hours/yr)

401(k) with company matching

Employee discounts

Wellness program

Ongoing training

Job summary

Palmer-Donavin is seeking a Customer Service Representative to serve as the main contact for business customers, handling inquiries, orders, pricing requests, and issue resolution. This role collaborates with sales, operations, and purchasing to ensure accurate order fulfillment and high customer satisfaction.

The position requires strong communication, organization, and problem-solving skills. A high school diploma is required, with an associate degree preferred, and experience in ERP/CRM

Qualifications

• High School diploma or GED required; associate degree preferred.
• 1+ years of customer service or order processing experience is preferred.
• Strong verbal and written communication, problem-solving, and organizational skills.
• proficiency with MS Office; experience with ERP/CRM systems is a plus.

Responsibilities

• Respond to product and pricing inquiries, processing orders, quotes, returns and related transactions.
• Coordinate with sales, operations, and purchasing to ensure timely order fulfillment.
• Maintain accurate customer records and order history in company systems.
• Resolve customer concerns and provide timely follow-up on issues and questions.
• Support upselling opportunities by identifying customer needs and offering suitable products.

Skills

Customer service

ERP

CRM

MS Excel

MS Word

Outlook

Education

High School diploma or GED

Associate degree preferred

Tools

ERP systems

CRM systems

Order entry software

Microsoft Office

Job description

Position Overview:The Customer Service Representative is responsible for providing exceptional service and support to customers in a business-to-business environment. This position serves as a primary point of contact for customer inquiries, order processing, product information, pricing requests, and issue resolution while supporting customer satisfaction and company growth.The Customer Service Representative works closely with customers, sales teams, operations personnel, and other internal departments to ensure orders are processed accurately, customer concerns are resolved promptly, and service expectations are consistently met. This position requires strong communication, organization, problem-solving, and customer service skills, along with the ability to manage multiple priorities in a fast-paced environment.Key Responsibilities:Respond to customer inquiries regarding products, pricing, inventory availability, order status, delivery schedules, and company services.Process customer orders, quotes, returns, and related transactions accurately and in a timely manner.Research and resolve customer concerns, order discrepancies, service issues, and product-related questions while providing timely follow-up.Maintain accurate customer records, order documentation, and history of communication within company systems.Coordinate with sales, purchasing, warehouse, and operations teams to ensure timely order fulfillment and customer satisfaction.Communicate order confirmations, updates, delays, backorders, and other service-related information to customers.Develop product knowledge and stay informed on company products, services, policies, and industry trends.Support sales growth by identifying customer needs, recommending products, and assisting with up-selling opportunities when appropriate.Gather and communicate customer feedback, service concerns, and product suggestions to management and other departments.Support departmental projects, training initiatives, and other customer service responsibilities as assigned.Qualifications:High School Diploma or GED required; Associate degree in Business, Communications, Customer Service, or a related field preferred.1 or more years of customer service, inside sales, order processing, account support, or related experience preferred.Strong verbal and written communication, customer service, and problem-solving skills.Proficiency with Microsoft Office applications, including Excel, Word, and Outlook. Experience with ERP, CRM, order entry, or customer service systems preferred.Requirements:Signed confidentiality agreement (completed during onboarding)Benefits:Our employee owners enjoy many benefits, such as:Company performance bonusesOvertime & weekly payEmployee Stock Ownership Plan (ESOP)Up to 112 Hours of PTO in first year401(k) retirement plan with company matchingEmployee discounts on wide range of home building materialsMedical, dental, and vision coverageLife & Disability InsuranceParental leaveWellness programSafety bonus for applicable positionsOngoing training and developmentAnd much more!