Customer Service Representative

Formica Group North America; Marion (IN); On-site; USD 35,000 - 50,000; Full time

Benefits offered by this job

Medical & Prescription Drug Coverage

Dental Coverage

401(k) Savings Plan with Matching provision

Paid Time Off

Employee Assistance Program

Job summary

Formica Group North America is seeking a Customer Service Representative to maintain positive relationships with assigned accounts. This role requires excellent communication and problem-solving skills to ensure high customer satisfaction. Responsibilities include processing orders and responding to inquiries promptly.

The ideal candidate should have a minimum of two years in customer service and proficient in Microsoft Office applications. Join us in a collaborative environment, where your contributions will help drive our mission of delivering quality and innovation.

Qualifications

• Proven problem-solving skills to identify issues and recommend solutions.
• Experience in managing customer inquiries promptly.
• Ability to collaborate effectively with team members.

Responsibilities

• Maintain and build relationships with customers.
• Respond to customer inquiries efficiently.
• Process orders and quotes in a timely manner.
• Communicate with team members effectively.
• Resolve customer issues and provide backup support.

Skills

Excellent verbal and written communication

Problem-solving skills

Time-management skills

Multitasking and organization skills

Effective teamwork

Proficiency with Microsoft Office

Knowledge of ERP systems

High reliability

Ability to meet deadlines

Customer service experience

Education

Minimum two years of customer service experience

Tools

Microsoft Office

ERP systems

Job description

Summary/Purpose

The Customer Service Representative at Hartson-Kennedy® is responsible for maintaining a positive relationship with assigned accounts. The role contributes to an environment that engages the team to perform at the highest level and requires a strong understanding of company policies, processes, and products, along with analytical skills to effectively solve customer problems. The representative ensures customers receive consistently high service.

Knowledge, Skills, Abilities, Experience

• Excellent verbal and written communication 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 handle multiple issues simultaneously
• Effective teamwork to collaborate with coworkers in other departments
• Proficiency with Microsoft Office applications
• Knowledge of ERP systems
• High reliability with an excellent attendance record
• Ability to meet deadlines with strong time‑management skills
• Minimum two years of customer service experience, preferably in a comparable industry

Duties, Responsibilities

• Maintain and build relationships with current and new customers
• Respond to customer needs and inquiries
• Process 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
• Own and resolve customer issues
• Provide backup support to team members
• Perform other duties as assigned

Physical Demands

• Ability to sit at a desk for extended periods
• Ability to work in an open office environment
• Ability to walk or stand for short periods

Expected Hours

• Availability to work Monday – Friday, 8:00 a.m. to 5:00 p.m.
• 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 custom countertop experts, HK combines craftsmanship, innovation, and a commitment to quality to deliver surfaces that enhance residential and commercial spaces. Our expertise extends beyond Formica 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 ready to create their own career path, make an impact, and connect with 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.