Customer Service Representative

Steves & Sons, Inc.; Lebanon (TN); On-site; USD 42,000 - 66,000; Full time

Job summary

Steves & Sons in Lebanon, Tennessee is seeking a Customer Service Representative to support customers through the complete order process, from quotes and entry through production, shipment, and delivery. The role is on-site and highly collaborative, working with Sales, Production, Quality, Shipping, and Logistics to ensure accurate information and timely service.

The ideal candidate is organized, professional, and proactive, with strong communication, detail orientation, and the ability to

Qualifications

• Previous experience in customer service, order management, account support, inside sales support, or a related position preferred.
• Manufacturing, distribution, building-products, or similar industry experience is preferred but not required.
• Strong customer-service mindset with the ability to communicate professionally and confidently with customers.
• Excellent verbal and written communication skills, including professional phone and email communication.
• Strong organizational skills with exceptional attention to detail and accuracy.
• Demonstrated ability to manage multiple priorities, deadlines, customer requests, and changing business needs.
• Strong problem-solving skills and the ability to take ownership of customer and order-related issues through resolution.
• Ability to collaborate effectively with Sales, Production, Quality, Shipping, Logistics, and other internal departments.
• Experience with ERP, order-management, or customer-management systems is preferred.
• Proficiency with Microsoft Office, including Outlook, Word, and Excel.

Responsibilities

• Manage customer orders throughout the order lifecycle, from initial quotation and order entry through production, shipment, and delivery.
• Accurately enter and maintain customer orders, including pricing, quantities, product specifications, shipping information, and other order requirements.
• Review orders for accuracy and proactively address discrepancies or missing information before they impact production or delivery.
• Respond promptly and professionally to customer inquiries, emails, phone calls, quote requests, order updates, and service needs.
• Provide customers with accurate and timely information regarding order status, availability, production timelines, shipments, and delivery.
• Build and maintain positive customer relationships through consistent, professional, and solution-oriented communication.
• Support Sales Managers with customer account setup, pricing, customer profiles, special pricing arrangements, contracts, and account-specific requirements.
• Coordinate closely with Production Planning and the Master Scheduler to communicate priorities, monitor order status, and support production requirements.
• Partner with Shipping and Logistics to coordinate customer deliveries, communicate shipping requirements, and track shipments through completion.
• Work with Quality, Production, Sales, and Shipping teams to investigate and resolve order discrepancies, product concerns, delivery issues, and other customer needs.
• Serve as a key communication link between customers and internal departments to ensure information is accurate, timely, and clearly communicated.
• Maintain accurate customer records, order documentation, correspondence, and account information within company systems.
• Identify potential order or service issues early and take a proactive approach to finding solutions.
• Manage multiple customer requests and priorities while maintaining accuracy, responsiveness, and attention to detail.
• Support additional customer service and administrative responsibilities as business needs require.

Skills

Customer service

Order management

Inside sales support

ERP systems

Microsoft Office

Communication skills

Tools

ERP systems

Order management software

Job description

Schedule: Monday–Friday | 10:00 a.m.–7:00 p.m. | On-Site

About Steves & Sons

Steves & Sons is a leading manufacturer of premium doors and door systems with more than 160 years of history. Founded in 1866, our family-owned company has built a strong reputation in the building-products industry through a longstanding commitment to quality, craftsmanship, innovation, and customer service.

We are looking for a customer-focused professional to join our Lebanon, Tennessee team and serve as an important connection between our customers, Sales, Production, Quality, Shipping, and Logistics teams.

Position Summary

Steves & Sons is seeking a motivated and detail-oriented Customer Service Representative to support our customers throughout the complete order process, from initial quotes and order entry through production, shipment, and final delivery.

This is a highly collaborative, on-site position for someone who enjoys working with customers, solving problems, managing details, and coordinating across multiple departments in a fast-paced manufacturing environment.

The Customer Service Representative will be responsible for maintaining accurate customer and order information, providing timely communication, coordinating order requirements internally, and helping ensure our customers receive the high level of service they expect from Steves & Sons.

The ideal candidate is organized, responsive, professional, and proactive, with the ability to manage multiple priorities while building positive relationships with both customers and internal teams.

Key Responsibilities

• Manage customer orders throughout the order lifecycle, from initial quotation and order entry through production, shipment, and delivery.
• Accurately enter and maintain customer orders, including pricing, quantities, product specifications, shipping information, and other order requirements.
• Review orders for accuracy and proactively address discrepancies or missing information before they impact production or delivery.
• Respond promptly and professionally to customer inquiries, emails, phone calls, quote requests, order updates, and service needs.
• Provide customers with accurate and timely information regarding order status, availability, production timelines, shipments, and delivery.
• Build and maintain positive customer relationships through consistent, professional, and solution-oriented communication.
• Support Sales Managers with customer account setup, pricing, customer profiles, special pricing arrangements, contracts, and account-specific requirements.
• Coordinate closely with Production Planning and the Master Scheduler to communicate priorities, monitor order status, and support production requirements.
• Partner with Shipping and Logistics to coordinate customer deliveries, communicate shipping requirements, and track shipments through completion.
• Work with Quality, Production, Sales, and Shipping teams to investigate and resolve order discrepancies, product concerns, delivery issues, and other customer needs.
• Serve as a key communication link between customers and internal departments to ensure information is accurate, timely, and clearly communicated.
• Maintain accurate customer records, order documentation, correspondence, and account information within company systems.
• Identify potential order or service issues early and take a proactive approach to finding solutions.
• Manage multiple customer requests and priorities while maintaining accuracy, responsiveness, and attention to detail.
• Support additional customer service and administrative responsibilities as business needs require.

Qualifications

• Previous experience in customer service, order management, account support, inside sales support, or a related position preferred.
• Manufacturing, distribution, building-products, or similar industry experience is preferred but not required.
• Strong customer-service mindset with the ability to communicate professionally and confidently with customers.
• Excellent verbal and written communication skills, including professional phone and email communication.
• Strong organizational skills with exceptional attention to detail and accuracy.
• Demonstrated ability to manage multiple priorities, deadlines, customer requests, and changing business needs.
• Strong problem-solving skills and the ability to take ownership of customer and order-related issues through resolution.
• Ability to collaborate effectively with Sales, Production, Quality, Shipping, Logistics, and other internal departments.
• Experience with ERP, order-management, or customer-management systems is preferred.
• Proficiency with Microsoft Office, including Outlook, Word, and Excel.
• Ability to work effectively in a fast-paced, team-oriented manufacturing environment.
• Dependable, professional, and committed to providing an excellent customer experience.

What We Offer

At Steves & Sons, our Customer Service team plays an important role in building lasting customer relationships and supporting the success of our manufacturing operations.

We offer a competitive compensation and benefits package along with the opportunity to grow your career with an established, family-owned company.

• Competitive compensation
• Medical, dental, and vision insurance
• 401(k) with employer match
• Paid time off
• Year-end bonus opportunities
• Professional growth and development opportunities
• A collaborative environment where your work directly impacts our customers and operations

Equal Opportunity Employer

Steves & Sons is an equal opportunity employer.