Customer Service Representative

Lindenmeyr; Rapho Township (Lancaster County); On-site; USD 55,000 - 65,000; Full time

Job summary

Lindenmeyr in Mount Joy, PA is seeking a Customer Service Representative to support Sales, operations, and customers by accurately executing orders and communicating proactively. The role emphasizes reliability, responsiveness, and service excellence within an in-office environment.

The position involves working with ERP/CRM tools, maintaining documentation, and collaborating with cross-functional teams to ensure a best-in-class customer experience.

Qualifications

• Strong customer service and communication skills.
• Ability to manage orders and coordinate with sales/operations.
• Proactive communication of status, pricing, and lead times.

Responsibilities

• Answer inbound calls in a timely and professional manner.
• Act as an extension of the Sales team.
• Communicate order status, pricing, and lead times proactively.
• Verify items, specs, and descriptions for all orders with mill before processing.
• Maintain accurate documentation and invoicing.
• Use ERP, CRM, and workflows consistently.
• Escalate issues with solutions.
• Identify process improvements and support team growth.

Skills

Customer service

Communication

Team collaboration

Order management

ERP/CRM usage

Tools

ERP

CRM

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Service Representative

Mount Joy, PA, US

Salary Range: $55,000.00 To $65,000.00 Annually

"Customer Comes First"

Purpose

To define clear expectations for Customer Service to ensure consistent execution, strong sales partnership, and a best‑in‑class customer experience aligned with the Lindenmeyr brand.

Role Overview

Customer Service plays a critical role in supporting Sales, operations, and customers by executing orders accurately, communicating proactively, and reinforcing Lindenmeyr’s reputation for reliability, responsiveness, and service excellence.

Core Expectations

• WIN AS ONE approach- Answer all inbound calls in a timely and professional manner
• Act as an extension of the Sales team
• Communicate order status, pricing, and lead times proactively
• Flag risks and customer concerns immediately
• Support onboarding and key initiatives

Performance Standard: Timely, accurate execution that builds trust and supports Sales

2. Customer Experience & Communication

• Respond promptly and professionally
• Own requests from start to resolution
• Communicate delays and next steps clearly
• Maintain a solution-oriented mindset

Performance Standard: Customers experience Lindenmeyr as reliable and easy to work with

3. Order Accuracy & Execution

• Verify items, specs, and description for all direct/warehouse orders internally and with the mill before processing.
• Ensure correct pricing, quantities, and delivery details
• Follow all internal and vendor processes
• Maintain accurate documentation and invoicing

Performance Standard: Orders are executed right the first time

4. Internal Processes & Accountability

• Use ERP, CRM, and workflows consistently
• Escalate issues with solutions

Performance Standard: Dependable execution with minimal oversight

• Support team coverage
• Identify process improvements
• Adapt to change

Performance Standard: Team-first mindset supporting growth

Measurement & Accountability

Performance is evaluated using a combination of day-to-day execution, behavioral consistency, and overall contribution to team and customer success.

Semi-annual performance reviews will be conducted to evaluate overall performance based on the following:

• Responsiveness and follow-through
• Order accuracy
• Process adherence
• Support for customer retention and satisfaction
• Attendance, reliability, and dependability
• Professionalism and workplace conduct

Managers will also consider:

• Consistency of performance over time
• Willingness to improve and adapt
• Initiative and ownership of responsibilities
• Contribution to team collaboration and overall service quality

Performance reviews are intended to provide constructive feedback, recognize accomplishments, identify development opportunities, and support ongoing employee growth and success.

Work-From-Home Schedule

Mandatory In-Office Days

• Tuesday through Thursday: All employees in office