Customer Service Representative

Methods Machine Tools Inc; Sudbury (MA); On-site; USD 36,000 - 44,000; Full time

Job summary

Methods Machine Tools is seeking a Customer Service Representative to be the first point of contact for inbound customer and technician calls within National Service Operations. You will manage call intake, triage requests, and create or route service cases to support technicians and engineers.

The role requires strong communication, sound judgment, and experience in fast-paced, phone-based environments such as BDCs or service centers.

Qualifications

• 3+ years in a phone-based intake, service coordination, BDC, or call center.
• Ability to triage, prioritize, and route requests in a fast-paced setting.
• Strong verbal and written communication skills.
• Experience creating and managing cases or tickets in CRM/service platforms.

Responsibilities

• Serve as the primary intake point for inbound calls, emails, and general service inquiries.
• Triage calls to determine whether to resolve admin issues, create a case, or escalate to technical resources.
• Create, update, and route service cases accurately within internal systems.
• Route technician-originated calls to available technical experts per procedures.
• Monitor shared service inboxes and ensure timely responses and documentation.
• Maintain clear professional communication with customers, technicians, and teams.
• Support service leadership by reinforcing intake and escalation processes.
• Assist with additional admin or coordination tasks as needed.

Skills

Phone-based intake

Service coordination

Caller triage

CRM case management

Written and verbal communication

Attention to detail

Organizational skills

Job description

Methods Machine Tools was established in 1958 with three employees and a handful of refurbished machines. Since then, the company has become one of the largest privately owned machine tool importers in North America.

Job Summary:

The Customer Service Representative plays a critical frontline role within National Service Operations, serving as the first point of contact for inbound customer and technician phone calls. This position is responsible for managing call intake, triaging requests, creating and routing service cases, and resolving administrative and non-technical inquiries - allowing technical experts to remain focused on technician support and complex problem resolution.

This role requires strong communication skills, operational judgment, and experience in fast-paced phone-based environments such as BDCs, service coordination, or technical call centers.

Key Responsibilities:

• Serve as the primary intake point for inbound customer phone calls, emails, and general service inquiries.
• Triage calls to determine appropriate handling: administrative resolution, case creation, or escalation to technical resources.
• Create, update, and route service cases accurately within internal service systems Resolve non-technical and administrative requests (status checks, scheduling coordination, documentation requests, routing inquiries) without escalating to technical staff when appropriate.
• Ensure technician-originated calls are routed efficiently to available technical experts per defined procedures.
• Monitor and manage shared service inboxes, ensuring timely responses and proper documentation.
• Maintain clear, professional communication with customers, technicians, and internal teams.
• Support service leadership by reinforcing proper intake and escalation processes.
• Assist with additional administrative or coordination tasks as needed to support service operations.

Required Qualifications & Skills:

• 3+ years of experience in a phone-based intake, service coordination, BDC, or call center environment.
• Demonstrated ability to triage, prioritize, and route requests in a fast-paced setting.
• Strong verbal and written communication skills.
• High attention to detail and comfort working within structured processes and systems.
• Experience creating and managing cases, tickets, or leads in CRM/service platforms.
• Ability to remain calm, professional, and decisive when handling high-volume or time-sensitive calls.
• Strong organizational skills and follow-through.
• Proficiency with basic computer systems, email, and phone platforms.

Preferred Qualifications:

• Experience supporting technical, manufacturing, or industrial service organizations.
• Familiarity with service operations, dispatching, or field service environments.
• Experience working alongside technicians or technical SMEs.

Physical Requirements:

• Primarily office-based role.
• Prolonged periods of sitting, phone use, and computer work.

Salary:

$25.91 - $32.38

The listed salary range represents our good faith estimate for this position. Final compensation will be determined based on a candidate’s experience, skills, and qualifications, and may exceed the posted range for highly qualified candidates.

Additional Information

This job description is designed to provide an overview of basic skills, experiences and education required to perform the job and is not designed to cover or contain a comprehensive listing of all activities, duties, or responsibilities required of the employee to perform the essential functions of the job. In instances where educational degrees are required, the company will take into consideration factors such as additional experience, training, or certifications in lieu of specific educational requirements.

Methods Machine is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.