Customer Service Representative

Empire Abrasive Equipment Co.; Langhorne (Bucks County); On-site; USD 35,000 - 48,000; Full time

Job summary

Empire Abrasive Equipment Co. is seeking a customer service representative to support distributors and end users by handling inquiries, order status, pricing, and part determinations.

You will process daily orders, maintain open order files, coordinate with shipping, and assist with returns and documentation, ensuring timely, accurate responses. The role requires one year of customer service experience, strong written and verbal communication, and proficiency with Excel.

Qualifications

• One year of experience in customer service required.
• Strong English grammar and clear communication.
• Pleasant telephone manner and professional phone presence.
• Ability to compose clear written correspondence.
• Ability to operate basic office equipment.

Responsibilities

• Answer all incoming calls and emails from distributors and end users regarding open order status, lead times, pricing, and part determinations.
• Enter daily purchase orders quickly and accurately.
• Maintain open order reports and coordinate with other departments for updates and shipping delays.
• Attach invoices to shipped orders and file corresponding POs.
• Pull necessary drawings/job folders and prepare data for shipments.
• Schedule daily FedEx pickups and generate shipping labels.

Skills

Customer service

Communication skills

Phone etiquette

Written communication

Office equipment operation

Tools

Excel

Job description

Position Summary

Serves customers by providing product and service information; resolving product and service problems, as well as telephone contact, written communication, and or face to face resolution.

Position Responsibilities

• Provide customer support by answering all incoming phone calls and emails from both distributors and end users involving: open order status, lead times, pricing, determination of Empire parts for all systems
• Daily order entry for all purchase orders in a quick and accurate manner
• Sort all daily orders alphabetically into main open PO file
• Maintain open order report - will involve contacting other departments for updates on parts and contacting dist. to notify of shipping delays
• filing of all orders that have shipped by attaching invoices to corresponding po’s
• Pull any necessary drawings/job folders needed
• Schedule daily pick up for all FED EX small packages into FED EX one-line system to obtain labels/provide to shipping
• Attach the day’s shipments by Invoice to their corresponding po and then file into main customer service files
• Weekly review of UPS bill to ensure Empire has not received any unaccounted for freight charges
• Maintenance of excel files used for end user referrals and distributor price increase notifications
• Enter all RMA (return material authorization) forms, distribute to distributor and maintain open RMA File
• Contact UPS/FED EX if any damages occur during transit from Empire to recipient on small packages and file claim
• Performs other duties as assigned
• Performs all customer service tasks as required

Role Qualifications

• One year’s experience in Customer Service
• Knowledge and ability – English and grammar
• Pleasant telephone voice/manner
• Ability to operate simple office equipment sufficiently to perform the job
• Ability to compose correspondence (Excellent oral and written communication skills)
• Excel

Essential Skills And Experience

• Receives customers’ requests by telephone or mail, analyzes requests, provides information requested or ascertains who can best provide the information, and routes the request to the proper person
• Analyzes transactions, corrects records, and adjusts errors
• Maintains liaison with other departments for order status/completion
• Create orders, emails catalog, samples, price quotations, and similar data to customer, as required
• Prepares and forwards preliminary paperwork to Returns and Replacements on problem orders
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Beneficial Skills And Experience

• Multi-tasking
• Organized, detail oriented
• Problem solving skills
• Retain product knowledge
• Able to follow through on issues with accuracy and limited supervision