Customer Service Representative

Matthews International; Town of Florida (NY); On-site; USD 42,000 - 62,000; Full time

Job summary

Matthews Memorialization is seeking a Customer Service Representative to serve as the communication link between customer, sales, and production, delivering high-level, professional support by phone, email, and in person to resolve routine and some complex inquiries.

You will process orders in SAP, maintain accurate records, and collaborate with Operations, Scheduling, Sales, and Field Service Technicians to ensure timely resolutions and excellent customer satisfaction.

Qualifications

• High School Diploma or GED required; Associate degree preferred.
• 3+ years of customer service experience preferred.
• Proficiency with MS Office, Outlook and internet applications.
• Strong verbal and written communication skills and mathematical understanding.
• Ability to work autonomously and in a team; able to handle travel as needed.

Responsibilities

• Provide high level customer service via phone, email, and personal contact.
• Build relationships with customer accounts through open communication.
• Process customer orders accurately in SAP and supporting systems.
• Create and manage customer service cases through completion.
• Follow up to verify satisfaction and identify additional needs.
• Collaborate with Operations, Scheduling, Sales, and Field Service Technicians.
• Monitor open issues and communicate status updates.
• Support onboarding of new equipment customers with resources and assistance.
• Identify opportunities to improve customer satisfaction and efficiency.
• Assist with KPI tracking and customer experience initiatives.

Skills

Customer service experience

MS Office Suite

Strong communication skills

Analytical/problem-solving skills

Education

High School Diploma or GED

Associate Degree or equivalent

Tools

SAP

Outlook

Job description

The Customer Service Representative is the communication link between customer/sales/production and provides high level, professional customer service by responding to customer inquiries by telephone, email, written communication or personal contact to provide product/services information and to resolve mostly routine and some non-routine, more complex problems and requests with accuracy and efficiency.

JOB RESPONSIBILITIES

• Provide a high level of customer service via telephone, email, written communication or personal contact to resolve mostly routine problems and requests.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Additional duties as assigned.
• Process customer orders accurately in SAP and supporting systems.
• Create and manage customer service cases through completion.
• Conduct post-service follow-up calls to verify customer satisfaction and identify additional needs.
• Respond to customer billing and invoice inquiries while coordinating with Accounting.
• Maintain accurate customer records, service history, and documentation.
• Partner with Operations, Scheduling, Sales, and Field Service Technicians to ensure timely resolution of customer requests.
• Monitor open customer issues and proactively communicate status updates.
• Support onboarding of new equipment customers by providing introductions, resources, and ongoing assistance.
• Identify opportunities to improve customer satisfaction and operational efficiency.
• Assist with KPI tracking and customer experience initiatives.

QUALIFICATIONS / REQUIREMENTS

• High School Diploma or GED
• Associate Degree or equivalent from two-year college or technical school preferred.
• 3+ years of previous customer service experience preferred; or equivalent combination of education and experience
• Occasional travel either locally, nationally, and/or internationally may be required.
• High degree of proficiency MS Office Suite, Outlook & Internet applications
• Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), & planning skills
• Strong verbal and written communication skills (including analysis, interpretation, & reasoning)
• Solid understanding and application of mathematical concepts
• Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as, internal and external clients
• Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.
• Ability to work with and influence peers and senior management
• Self-motivated with critical attention to detail, deadlines and reporting
• Ability to work overtime as necessary.

PHYSICAL ASPECTS / WORK ENVIRONMENT

• Regularly required to stand; walk; sit; and talk, hear and see.
• Occasionally lift and/or move up to 10 pounds.

* Reasonable accommodations may be made to enable individuals to perform the essential functions.

Matthews Memorialization is a leader in the memorialization industry, committed to supporting customer business growth and helping families transition from grieving to remembrance. We achieve this by delivering products of exceptional craftsmanship along with value‑driven programs and services. Matthews Memorialization is a Matthews International (MATW) company.

Matthews International is an Equal Opportunity Employer.

All employment decisions are based on qualifications, merit, and business needs.

We provide equal employment opportunities to all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, age, disability, or any other status protected by applicable federal, state, or local laws.

Minorities/Women/Veterans/Disabled are encouraged to apply.

If you require a reasonable accommodation to complete the application process, please contact our Human Resources team.