Customer Service Representative

Washington Mills; North Grafton (MA); On-site; USD 50,000 - 60,000; Full time

Benefits offered by this job

Medical and dental plans

401(k) with employer match

Company-paid life insurance

Paid vacation and holidays

Career development opportunities

Job summary

Washington Mills seeks a Customer Service Representative in North Grafton, MA or Tonawanda, NY for a full-time, in-office role. You will handle orders, billing, shipping, returns, and credits, coordinating with plant, shipping and production teams to meet customer needs.

You must have ERP/CRM experience, strong communication, and organizational skills; Office365 proficiency is expected. Spanish is a plus, and a team‑oriented, proactive approach is essential.

Qualifications

• Be able to work Monday-Friday, 40 hours per week, in an office environment.
• Spanish speaking a plus.
• Be comfortable using Office365 products.
• Have experience using an ERP & CRM.

Responsibilities

• Enter orders into ERP system accurately.
• Communicate with production and sales to fill customer orders and maintain effective lines of communication.
• Pro‑actively manage customer orders and spot opportunities to up‑sell as well as steer orders based on plant scheduling.
• Maintain continual communication with customers via phone and email, taking orders, updating order status.
• Customer Invoice and Billing.
• Track and report on customer complaints.
• Work in a team environment, as a team player, to complete the work required to provide the customer with exceptional service.
• Run and read inventory reports.
• Attend quality, safety and other meetings as necessary.

Skills

Customer service

Phone presence

Communication skills

Listening skills

Organized

ERP experience

CRM experience

Office 365

Spanish language

Tools

ERP software

CRM software

Office365

Job description

Position type: Full-Time, Salaried

Location: North Grafton, MA or Tonawanda, NY

Ask Yourself This...

Are you detail-oriented and love the challenge of coordinating multiple channels of communication in order to deliver the best customer service? Do you like manufacturing and would you enjoy working for a U.S manufacturer that manufactures essential raw materials for the abrasive and refractory industry (think grinding wheels and sandpaper)? Do you enjoy a job with responsibility and find enjoyment in juggling orders, lead times, customer questions, inventory and logistics? Do you like developing external relationships as much as you enjoy working with a small and focused and experienced team of co-workers? Does getting the answers for customers and communicating with them frequently (being the go-to-person for customer communication) interest you? If yes, then keep reading.

Who We Are

Washington Mills is built on values that matter. Founded more than 150 years ago, we have earned our reputation as one of the world’s most trusted and reliable producers of abrasive, ceramic and refractory grains and powders. Serving thousands of customers and offering the broadest selection of abrasive grain and specialty electro-fused minerals in the market today, we constantly pursue growth in our products, our approach, and our people. Our founding principles of honesty, integrity and reliability still guide our business today, and we are a proud community of hands‑on problem solvers, committed to shaping the materials applications of the future. With global distribution and sites located throughout North American and Europe, Washington Mills opens the door to a world of opportunity, creativity, and challenge.

What You’ll Do

The Customer Service Representative is the primary interface between our customers and our manufacturing plants. With a keen eye to details and an urgency to work swiftly for the benefit of the customers, the Customer Service Representative will handle all processes and communications related to customer orders (order entry, billing, shipping, returns, credits, debits, complaints). This person will have close interaction with the plant, shipping and production managers as well as salespeople to schedule and manage orders. This position reports directly to the Customer Service Supervisor with accountability in a matrixed role to Sales and Operations. This position works in a small office environment and is part of a bigger company.

• Enter orders into ERP system accurately
• Communicate with production and sales to fill customer orders and maintain effective lines of communication
• Pro‑actively manage customer orders and spot opportunities to up‑sell as well as steer orders based on plant scheduling
• Maintain continual communication with customers via phone and email, taking orders, updating order status
• Customer Invoice and Billing
• Track and report on customer complaints
• Work in a team environment, as a team player, to complete the work required to provide the customer with exceptional service
• Run and read inventory reports
• Attend quality, safety and other meetings as necessary

A Little About You

• You are happiest when you can delight your customers
• You double‑check your work because that is who you are
• You have experience working in an ERP system
• You have a calm, upbeat and steady demeanor
• You are not deterred by challenges
• You are organized
• You have excellent phone presence
• You are a good communicator and a great listener
• You are not afraid of the phone and like talking to customers
• You are a cheerful, people‑oriented person with a business‑like and helpful manner
• You can work in a fast‑paced environment and are motivated to help out wherever it is needed

Non‑Negotiables

To be successful in this position, you must:

• Be able to work Monday-Friday, 40 hours per week, in an office environment
• Spanish speaking a plus
• Be comfortable using Office365 products
• Have experience using an ERP & CRM

Compensation

We proudly offer competitive compensation and benefits packages, including:

• Pay commensurate with experience
• Heavily subsidized medical and dental plans
• 401(k) with employer match and discretionary employer contribution
• Company‑paid life insurance
• Immediate paid vacation and generous holiday time
• Family‑friendly sick and personal leave policies
• Opportunities for career development

Washington Mills aims to deliver a comprehensive compensation package. The compensation provided is the national pay range for this position of $50,000.00 - $60,000.00 per year depending on experience. However, the base pay offered may vary depending on geographic region, job‑related knowledge, skills, and experience among other factors.

The above statement reflects the general details considered necessary to describe principal functions of the job identified and shall not be construed as a detailed description of all the work requirements that may be inherent in the job.

Washington Mills is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, ancestry, national origin, citizenship status, military or veteran status, religion, creed, disability, sex, sexual orientation, marital status, medical condition as defined by applicable law, genetic information, gender, gender identity, gender expression, pregnancy, childbirth and related medical conditions, or any other characteristic protected by applicable federal, state, or local laws and ordinances.

We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.