Customer Service Representative

Peak Toolworks; Jasper (IN); On-site; USD 42,000 - 56,000; Full time

Job summary

Peak Toolworks in Jasper, Indiana, seeks a Customer Service Representative to deliver exceptional support throughout the sales cycle. You will provide accurate product information, quotes, and updates on orders to ensure a positive experience.

You will manage quotes, process orders, assist inside sales, resolve pricing and delivery issues, and maintain accurate records while collaborating across teams to meet customer needs.

Qualifications

• Experience delivering customer service in a sales cycle.
• Ability to prepare quotes and manage orders.
• Strong communication, problem-solving, and organizational skills.

Responsibilities

• Serve as a primary contact for customers, providing information throughout the sales process.
• Prepare quotes and coordinate with the sales team to convert quotes into orders.
• Respond to inquiries by phone and email with product info, pricing, and order status updates.
• Research products, confirm orders, process transactions, and expedite orders as needed.
• Make outbound calls to generate opportunities and strengthen relationships with customers.
• Identify and resolve issues related to pricing, orders, product availability, and delivery.

Skills

Customer service

Quotes management

Order processing

Communication

Sales mindset

Problem solving

Organizational skills

Cross-functional collaboration

Job description

Summary/Objective:

The Customer Service Representative is responsible for delivering exceptional customer service by providing timely, accurate information and support throughout the customer sales cycle. This position requires strong communication, problem-solving, organizational, and sales skills to ensure a positive customer experience and build lasting customer relationships.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Customer Support: Serve as a primary point of contact for customers, providing accurate and timely information throughout the sales process, from initial inquiry and quoting through order fulfillment and delivery.
• Quote Management: Prepare quotes for outside sales representatives and follow up with the sales team to help ensure quotes are converted into orders. Monitor orders to support timely processing and delivery.
• Customer Communication: Respond to customer inquiries by phone and email, providing product information, technical specifications, pricing, order status updates, and solutions to customer concerns.
• Order Management: Research products and identify parts, prepare quotes, confirm orders, process transactions, and coordinate order expediting to meet customer expectations and delivery requirements.
• Inside Sales Development: Make outbound calls to prospective customers and inactive accounts to generate interest, identify opportunities, and strengthen customer relationships.
• Problem Resolution: Proactively identify and resolve customer issues related to pricing, orders, product availability, and delivery while maintaining a high level of customer satisfaction.
• Documentation and Records: Maintain accurate customer records, quotes, purchase orders, order history, reports, and other documentation to support customer inquiries and internal business processes.
• Cross-Functional Collaboration: Work closely with outside sales representatives and internal departments to coordinate customer needs, resolve issues, and ensure a seamless customer experience.
• Order Entry Support: Provide backup support for new tool and resale order entry as needed, including coverage for vacations and other departmental absences.
• Continuous Improvement: Identify opportunities to improve customer service processes, communication, and overall efficiency.

Competencies:

• Communicates Effectively: Listens actively, understands customer needs, and communicates clearly and professionally through verbal and written communication. Adjusts communication style to meet the needs of different customers and stakeholders.
• Customer/Client Focus: Prioritizes customer satisfaction by anticipating needs, responding promptly, resolving concerns, and building positive, long‑term customer relationships.
• Action Oriented: Takes initiative, demonstrates a sense of urgency, and proactively addresses challenges and opportunities. Responds effectively to changing priorities and customer needs.
• Problem Solving: Identifies issues, researches available information, evaluates solutions, and takes appropriate action to resolve customer concerns.
• Organizational Skills: Effectively manages multiple priorities, maintains accurate records, follows through on commitments, and meets deadlines in a fast-paced environment.
• Sales Mindset: Recognizes opportunities to grow customer relationships, re-engage inactive accounts, promote products and services, and support departmental sales objectives.
• Collaboration: Works effectively with internal teams and outside sales representatives to achieve shared goals and provide consistent customer support.

Supervisory Responsibility:

This position has no supervisory responsibilities.

Work Environment:

This job operates in a professional office environment. The role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully