Customer Service Representative

Humanify; Harmony Township (PA); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Benefits

401(K) with company match

Paid Time Off

On-site facility

Training & development

Job summary

Transtex is seeking a Customer Service Representative to provide exceptional operational and client support for our Composites division at the Harmony, PA facility. You will report to the Customer Service Manager in Indianapolis and work on-site to ensure accurate orders and smooth communications with customers.

The role requires 3–4 years in manufacturing customer service, strong math and problem-solving skills, and a proactive, service-oriented mindset to support our growing business.

Qualifications

• Associate degree or equivalent combination of education and hands-on experience.
• 2–4 years of progressive customer service experience in manufacturing.
• Strong math skills for unit conversions and pricing calculations.
• HubSpot and NetSuite familiarity is a plus.
• Excellent English communication; Spanish is an asset.

Responsibilities

• Handle incoming calls and inquiries with professionalism and patience.
• Process orders accurately in ERP (NetSuite).
• Perform unit conversions and cost calculations for quotes.
• Track orders, delivery timelines, and product conditions.
• Maintain customer records in HubSpot and ERP systems.
• Resolve complaints and escalations promptly.

Skills

Customer Service

Communication

HubSpot CRM

NetSuite ERP

Microsoft Office

Problem Solving

Data Entry

Education

Associate degree

Equivalent experience

Tools

HubSpot CRM

NetSuite ERP

MS Excel

Job description

TRANSTEX designs and manufactures innovative APU systems, aerodynamic solutions and composite materials that enhance fuel efficiency, reduce emissions, and improve fleet performance. Trusted by leading carriers, our products drive sustainability and cost savings in the transportation industry

Position Summary

The Customer Service Representative is accountable for providing exceptional operational and communication support to our clients, with a primary focus on our growing Composites division. Reporting directly to the Customer Service Manager based in Indianapolis, this role is physically located at our manufacturing facility in Harmony, PA.

The ideal candidate brings 3 to 4 years of customer service experience in a manufacturing environment, possesses strong basic mathematical and analytical skills, and thrives in a fast-paced environment where problem-solving and patient customer advocacy are key.

Key Responsibilities

Customer Support & Order Processing

• Manage incoming customer calls and inquiries with professionalism and patience.
• Receive, verify, and process customer orders accurately within our ERP system (NetSuite).
• Perform unit conversions (centimeters, inches, feet, millimeters) and cost calculations (per square foot / linear foot) to ensure accurate order quotes and specifications.
• Track order status and follow up with customers regarding delivery timelines, shipping details, and product conditions

Client Relationship & Communication

• Build sustainable relationships and trust with customer accounts through open, clear, and proactive communication.
• Act as an internal liaison between clients, Logistics, Production, and the Sales/DOS team (redirecting product sales inquiries to the appropriate commercial representatives).
• Gather valuable customer feedback to help improve overall service quality.
• Handle customer complaints and claims efficiently, offering appropriate solutions or alternatives in a timely manner.
• Collaborate with the broader customer service team when handling complex claims or elevated customer concerns.
• Follow up on all resolutions to ensure full customer satisfaction

Administrative Excellence & Governance

• Ensure all billing and invoicing information is properly collected and transmitted.
• Maintain accurate customer records, interaction logs, and document files within our CRM (HubSpot) and ERP systems.
• Follow established communication procedures, guidelines, and company policies..

Qualifications

• Associate degree preferred, or equivalent combination of education and hands-on experience.
• 2 to 4 years of progressive customer service experience (experience in a manufacturing/industrial environment strongly preferred).
• Strong basic mathematical skills: comfortable with unit conversions, basic algebra, formulas, dimensions/thickness calculations, and pricing per square/linear foot.
• Proficiency with CRM systems (HubSpot experience an asset) and ERP systems (NetSuite experience an asset).
• Proficiency with Microsoft Office tools (Word, Excel) and basic calculator/analytical work.
• Excellent verbal and written communication skills in English (Spanish fluency is a strong asset).

WHAT WE OFFER

• Full-time schedule: Monday to Friday, 8:00 AM – 4:30 PM (with schedule flexibility to support family needs).
• Medical, Dental, and Vision Benefits.
• Voluntary Short-Term and Long-Term Disability Benefits.
• 401(K) with company match.
• Paid Time Off and Holidays.
• A close-knit, collaborative team environment at our Harmony facility (~50 employees).

What We're Looking For

We're looking for someone who:

• Demonstrates high patience and interpersonal tact when resolving customer delays or issues.
• Is comfortable asking questions, taking initiative, and collaborating with remote team members.
• Is highly organized with strong attention to detail.
• Is open to initial travel for training during onboarding (including a 1-week training trip to our Indianapolis facility) and minimal travel thereafter (1-2 times per year).
• Is comfortable working 100% on-site at our Harmony, PA facility.

Transtex is an equal opportunity employer and welcomes applications from all qualified candidates.