Customer Service Representative

Formica Group North America; Marion (IN); On-site; USD 36,000 - 54,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

401(k)

Paid time off

Paid holidays

Life insurance

Short-term disability

Long-term disability

Employee assistance program

Product discount

Job summary

Formica Group North America Hartson-Kennedy is seeking a Customer Service Representative to build and maintain strong relationships with customers, respond to inquiries, and process orders efficiently. The role emphasizes teamwork, communication, and problem solving to deliver high-level service.

You will interact with multiple departments, manage time effectively, and contribute to a positive team environment while supporting ongoing customer satisfaction and operational excellence.

Qualifications

• Excellent communication and interpersonal skills.
• Problem solving to identify problems and recommend effective solutions.
• Time management to respond promptly to emails, calls, and messages.
• Experience with Microsoft Office and ERP systems.
• Minimum 2 years of customer service experience.

Responsibilities

• Maintaining and building relationships with current and new customers
• Responding to customer needs and inquiries
• Processing orders and quotes in a timely manner
• Ensure effective customer relationships – internal and external
• Participate in regularly planned team meetings
• Communicate and collaborate with team members outside the department
• Ownership and resolution of customer issues
• Provide backup support to team members
• Other duties as assigned

Skills

Communication

Problem solving

Time management

Multitasking

Teamwork

Dependability

Customer service

Meet deadlines

Attention to detail

Tools

MS Office

ERP systems

Job description

Summary/Purpose:

The Customer Service Representative at Hartson-Kennedy® is responsible for all duties to maintain a positive relationship with your assigned accounts. They will contribute to an environment that engages their team to perform at the highest level, have an understanding of the company’s policies, processes and products along with strong analytical skills to effectively solve problems encountered by our customers. They will ensure our customers are consistently provided with the highest level of service.

Knowledge, Skills, Abilities, Experience:

• Excellent communication (verbal and written) and interpersonal skills to ensure positive interactions with customers


• Problem solving skills to identify problems and recommend effective solutions


• Time management skills to respond to customer emails, calls, and messages promptly


• Multitasking and organization skills to work on multiple issues at one time


• Effective at working in teams to collaborate with coworkers in other departments


• Proficient with Microsoft Office applications


• Knowledge of ERP systems


• Highly dependable with an excellent work attendance record


• Excellent time management skills with ability to meet deadlines


• Minimum 2 years of customer service experience, preferably in comparable industry

Duties, Responsibilities:

• Maintaining and building relationships with current and new customers


• Responding to customer needs and inquiries


• Processing orders and quotes in a timely manner


• Ensure effective customer relationships – internal and external


• Participate in regularly planned team meetings


• Communicate and collaborate with team members outside the department


• Ownership and resolution of customer issues


• Provide backup support to team members


• Other duties as assigned

Physical Demands:

• Ability to sit at a desk for periods of time


• Ability to work in an open office environment


• Ability to walk or stand for short periods

Expected hours:

• Availability to work Mon – Fri, 8am – 5pm


• Availability to work overtime as needed

Why Hartson-Kennedy?

As part of the Formica Corporation family, Hartson-Kennedy® (HK) is the trusted partner for premium countertop solutions. Known as the custom countertop experts for Formica Corporation, HK combines craftsmanship, innovation and a commitment to quality to deliver surfaces that elevate residential – including multi-family – and commercial spaces. Our expertise extends beyond Formica® Brand products, featuring a curated selection of surfaces from other leading manufacturers to meet any design vision.

Joining our team means leading at a flagship facility where you’ll drive operational excellence, support a culture of collaboration, and help shape an environment where every team member can thrive.

Employee offerings:

• Medical & Prescription Drug Coverage


• Dental Coverage


• Flexible Spending Accounts (Healthcare and Dependent Care)


• 401(k) Savings Plan with Matching provision


• Paid Time Off


• Paid Holidays


• Life & Voluntary Optional Life Insurance


• Short-Term Disability Coverage


• Voluntary Long-Term Disability Coverage


• Employee Assistance Program


• Employee Product Purchase Discount

Surfacing Solutions, Designing Opportunity, Building People

At Hartson-Kennedy®, we bring the Formica Family of Brands to life through stylish, durable, and sustainable surfaces that inspire creativity and deliver value. We’re looking for individuals who are ready to create their own career path, make an impact and connect with other like-minded professionals. If you’re passionate about quality, innovation and helping customers bring their design visions to reality, we want to hear from you.

This job description is not a comprehensive listing of activities, duties, or responsibilities that are required for the position. Responsibilities may change or new ones may be assigned at any time with or without notice.

We are an equal opportunity employer, dedicated to a policy of non-discrimination in employment on any basis, including race, color, age, sex, religion, national origin or handicap/disability.