Customer Service Representative

STAUFF North America; Waldwick (NJ); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical, dental and vision benefits

401(k) with Company profit-share

Paid Time Off

Flex Spending Account (FSA)

Employee Assistance Program (EAP)

Job summary

STAUFF USA is seeking a Customer Account Specialist to manage customer accounts, process orders, and support pricing and delivery commitments. The role requires handling inquiries via email and portal, maintaining records, and coordinating with Purchasing, Shipping, and Production to satisfy customers.

The position emphasizes strong communication, problem-solving, and product knowledge across STAUFF products, with opportunities for growth in a manufacturing environment.

Qualifications

• Associate's or Bachelor's degree in Business, Engineering, or related field preferred.
• Minimum of 2 years of customer service experience, preferably in industrial/manufacturing environment.
• ERP system experience, preferably SAP.
• Proficiency in Microsoft Office applications.

Responsibilities

• Manage customer account information and portals.
• Process customer sales orders via email, portal, or electronic interface.
• Review pricing, lead times, and order requirements to meet customer expectations.
• Provide technical assistance and resolve non-technical issues with cross-functional teams.
• Maintain accurate records of interactions, orders, and confirmations.
• Communicate with customers by phone and email in a timely, courteous manner.

Skills

Customer service

Multitasking

Communication

ERP system

Microsoft Office

Education

Associate's or Bachelor's degree

Tools

SAP

Job description

Position Summary

The Customer Account Specialist (CAS) is responsible for customer information management, order management/entry, pricing, product availability, quoting, expediting, technical assistance, and issue resolution for assigned accounts.

Essential Duties and Responsibilities

• Manage customer account information, including portals and special requirements.
• Manage forecast data and provide data to Purchasing for material planning.
• Review order requirements, pricing, and lead time commitments to satisfy customer expectations.
• Support Operations and Procurement in the planning of customer programs.
• Maintain a proficient level of product knowledge for all STAUFF products.
• Accurately process customer sales orders submitted by email, customer portal, or direct electronic interface into the system.
• Resolve non-technical customer issues related to delivery, lead times, pricing, and product recommendations for customers and sales managers.
• Handle customer complaints and collaborate with cross-functional teams to achieve resolution, including processing return authorizations.
• Establish and maintain working relationships with all relevant contacts involved in the internal sales cycle, including Sales, Purchasing, Shipping, and Production.
• Maintain accurate records of customer interactions, purchase orders, confirmations, and other customer-related information.
• Identify and assess customer needs to provide products and services that achieve customer satisfaction.
• Follow established communication procedures, guidelines, and policies.
• Communicate promptly and courteously with customers by phone and email.
• Learn and remain up to date on the organization's products and services.

Skills and Qualifications

• High level of professionalism, honesty, and integrity.
• Commitment to meeting and exceeding customer expectations.
• Ability to maintain a broad knowledge of company products.
• Strong multitasking skills with the ability to manage a high volume of phone calls and emails.
• ERP system experience, preferably SAP.
• Proficiency in Microsoft Office applications.

Education and Experience

• Associate's degree or Bachelor's degree in Business, Engineering, or a related field preferred.
• Minimum of 2 years of customer service experience, preferably within an industrial or manufacturing environment.

Physical Requirements

• Prolonged periods of sitting and working on a computer.
• Ability to lift up to 15 pounds as needed.

Benefits

How STAUFF contributes to your Success!

• Medical, dental and vision benefits for you and your family!
• 401(k) with Company profit-share
• Generous Paid Time Off
• Flex Spending Account (FSA)
• Employee Assistance Program (EAP)
• A competitive base salary

About the Company

For more than 50 years, STAUFF USA has been developing, manufacturing, and marketing components for the hydraulic industry.

Our core values—honesty, sincerity, respect, and trust—are the cornerstones of our mission. We bring these values to life every day through transparency, competence, persistence, and appreciation. Together, these principles shape how we work with one another and our partners, forming the foundation for the long‑term success of our globally active, family‑owned company.

STAUFF is an Equal Opportunity Employer and values a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, or any other legally protected characteristic.