Customer Service Representative

Hydrotech, Inc.; Fort Wayne (IN); On-site; USD 30,307 - 41,328; Full time

Job summary

Hydrotech, Inc. in Fort Wayne, Indiana seeks a Customer Service Representative to deliver exceptional service by processing quotes, entering orders, answering inquiries, and coordinating order fulfillment.

This entry-level role develops product knowledge and ERP proficiency while building strong customer relationships to support company growth. Work is on-site with typical hours and potential overtime as needed; 40 hours per week, Monday through Friday.

Qualifications

• High school diploma or equivalent.
• 1+ years of experience in customer service
• Demonstrated ability to learn new systems and processes

Responsibilities

• Respond promptly to customer phone calls and emails.
• Process quotations and sales orders accurately and efficiently.
• Provide order status, pricing, availability, and lead time information.
• Escalate technical or complex customer inquiries when appropriate.
• Resolve routine customer issues while maintaining a positive customer experience.
• Document customer returns, complaints, and quality concerns.
• Coordinate with Purchasing and Operations to obtain order status.
• Maintain accurate customer and order documentation.

Skills

Strong communication skills

Customer-focused mindset

Organization and attention to detail

Teamwork and collaboration

Willingness to learn

Basic computer proficiency

Education

High school diploma or equivalent

Tools

Microsoft Office

ERP system

Job description

Job Purpose or Job Summary

The Customer Service Representative is responsible for providing exceptional service to internal and external customers by processing quotations, entering orders, answering customer inquiries, and coordinating order fulfillment. This position develops product knowledge and business process understanding while building strong customer relationships and supporting the company's growth objectives.

This is an entry-level position designed for individuals who are developing their knowledge of products, systems, and customer service processes.

Job Type

Full-time

ESSENTIAL DUTIES And RESPONSIBILITIES

Customer Support

• Respond promptly to customer phone calls and emails.
• Process customer quotations and sales orders accurately and efficiently.
• Provide order status, pricing, availability, and lead time information.
• Escalate technical or complex customer inquiries when appropriate.
• Resolve routine customer issues while maintaining a positive customer experience.
• Document customer returns, complaints, and quality concerns.

Order & Quote Processing

• Prepare quotations using established pricing and procedures.
• Enter customer purchase orders accurately into the ERP system.
• Send order acknowledgements.
• Coordinate with Purchasing and Operations to obtain order status.
• Maintain accurate customer and order documentation.

Customer Relationship Development

• Build positive working relationships with customers and internal teams.
• Demonstrate professionalism, responsiveness, and accountability.
• Learn company products, vendors, and business systems.
• Identify opportunities to upsell or cross-sell products and services.

Competencies

• Strong communication skills
• Customer-focused mindset
• Organization and attention to detail
• Teamwork and collaboration
• Willingness to learn
• Basic computer proficiency, including Microsoft Office applications (Excel, Outlook, Word)

Physical And Mental Demands

• Frequently required to sit at a desk or/workstation for long periods of time
• Ability to work at a computer terminal for extended periods of time

The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position, with or without reasonable accommodation.

Working Environment

• Work hours average 40 per week with typical hours of operation being Monday through Friday 8am-5pm; may require additional hours, including evenings and weekends, depending on business needs.
• Work is typically performed on-site in an office environment.
• Work may be performed in a manufacturing/factory environment.

The work environment characteristics described here are representative of those an individual may encounter while performing the essential functions of this position, with or without accommodation.

Tools and Equipment Used

• Personal computer, copier, fax/scanner, phone, and other typical office equipment

Travel

• Up to 10% of the time

Requirements

• High school diploma or equivalent.
• 1+ years of experience in customer service
• Demonstrated ability to learn new systems and processes

Salary Description

$22.00 - $30.00 per Hour