Customer Service Representative

Hoshizaki America; Franklin (MA); On-site; USD 33,000 - 39,000; Full time

Benefits offered by this job

Childcare incentives

Affordable medical, dental, vision

Life, disability coverage

401(k) plan with company match

Paid time off and holidays

Tuition reimbursement and career grow

Job summary

Hoshizaki America is seeking a Customer Service Representative to accurately process orders, resolve inquiries, and coordinate with internal teams for on-time delivery. This role strengthens customer relationships and order accuracy, contributing to overall satisfaction.

Qualifications include 2+ years in customer service, strong communication, and CRM/Microsoft Office proficiency. The position is full-time and located at our Franklin, MA site, with a comprehensive benefits package.

Qualifications

• 2+ years of customer service experience.
• Strong verbal and written communication skills.
• Strong problem-solving, interpersonal, organizational, and attention-to-detail skills.
• Proficiency with CRM systems and Microsoft Office

Responsibilities

• Process customer orders accurately and with fewer than 2 entry errors per month.
• Respond to customer inquiries and resolve issues promptly.
• Monitor order status and coordinate with internal teams to ensure on-time delivery.
• Process concessions, rebates, credits, refunds, and returns accurately.
• Meet or exceed the annual NPS target through responsive service.

Skills

Customer service

Verbal & written communication

Problem solving

Interpersonal skills

Organizational skills

Attention to detail

CRM proficiency

Microsoft Office

Education

High School Diploma or equivalent

Tools

CRM systems

Microsoft Office

Job description

Join Hoshizaki America Inc., – Engineering Excellence, Powered by People

Who We Are

At Hoshizaki, our people drive our success, and our core values of Transparency, Compliance, Trust, and Collaboration (TCTC) shape a culture of teamwork, learning, and growth. Headquartered in Peachtree City, GA, with a facility in Griffin, GA, we manufacture high-quality commercial foodservice equipment including ice machines, refrigerators, freezers, prep tables, and display cases. With more than 400 “Georgia Made” products and a strong focus on innovation, sustainability, and ENERGY STAR® performance, our equipment is trusted globally for its reliability and long-term value.

Role Overview

The Customer Service Representative is responsible for providing exceptional customer support by accurately processing orders, resolving issues, and ensuring timely delivery. This role serves as a key connection between customers and internal teams, helping ensure customer needs are addressed efficiently and effectively. Success in this position directly impacts customer satisfaction, order accuracy, and overall customer relationships.

Location: 40 Kenwood Cir #2, Franklin, MA 02038

Schedule: Full-time Monday-Friday

Department: Customer Support

Responsibilities & Key Performance Indicators

• Accurately process customer orders and maintain fewer than 2 order entry errors per month.


• Respond to customer inquiries, resolve issues, and provide timely solutions to maintain strong customer relationships.


• Monitor order status and coordinate with internal departments to ensure orders are processed and delivered on time.


• Process customer concessions, rebates, credits, charge corrections, and product returns accurately and efficiently.


• Meet or exceed the annual NPS target by delivering consistent, responsive, and customer-focused service.
  

Qualifications

• High School Diploma or equivalent.


• 2+ years of customer service experience.


• Strong verbal and written communication skills.


• Strong problem-solving, interpersonal, organizational, and attention-to-detail skills.


• Proficiency with CRM systems and Microsoft Office
  

Preferred Qualifications

• Manufacturing/product knowledge is a plus.
  

Why You’ll Love Working Here

We strive to be a great place to work and easy to do business with—join Hoshizaki America to grow your skills, contribute to trusted products, delight customers, and enjoy excellent benefits.

Salary & Benefits

The salary range for this position is $[24.00]– $[28.00] per hour, plus eligibility for a bonus opportunity with annual payouts distributed in [installments]. This range is a good faith estimate of what Hoshizaki America expects to pay for this position. Actual compensation may vary based on experience, education, skills, and internal equity.

Benefits include [childcare incentives, affordable medical, dental, and vision insurance, life, accident, and disability coverage, a Flexible Spending Account (FSA), a 401(k) plan with company match, paid time off and company holidays, tuition reimbursement and career growth opportunities, safe, climate-controlled workplaces, uniforms provided with meal subsidies, and employee discounts and wellness programs].

This job description outlines the general nature of the role and is not a comprehensive list of duties or requirements. Hoshizaki America reserves the right to modify it at any time.

Additional Information

Relocation assistance and employment-based visa sponsorship are [not available for this position]. Candidates must be legally authorized to work in the United States without current or future employer sponsorship. Applicants requiring reasonable accommodation during the application or interview process should contact Hoshizaki America directly.

EEO Statement

Hoshizaki America is an Equal Opportunity Employer committed to providing equal employment opportunities to all employees and applicants. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, protected veteran status, or any other status protected by applicable federal, state, or local law.