Customer Service Representative

HMS Industries; Westlake (OH); On-site; USD 36,000 - 60,000; Full time

Job summary

HMS Industries, based in Westlake, OH, is seeking a Customer Service Representative to handle inbound and outbound communications, process orders, track shipments, and update records. The role requires collaboration with sales, logistics, and engineering to resolve issues and improve service quality.

The successful candidate will contribute to maintaining strong customer relationships and HMS Industries’ reputation for reliability in industrial and B2B markets.

Qualifications

• Experience delivering clear, timely information via phone, email, and other channels.
• Ability to resolve inquiries and coordinate with internal teams to resolve issues.
• Background in customer-facing roles in industrial, manufacturing, or B2B environments.

Responsibilities

• Handle inbound and outbound customer communications via phone, email, and other channels.
• Process orders and track shipments accurately.
• Update customer records and coordinate with sales, logistics, and engineering teams.
• Document service interactions and follow established procedures for quality improvement.
• Proactively address customer concerns to maintain strong relationships.

Skills

Customer Service

Customer Support

Customer Satisfaction

Customer Experience

Industrial/B2B environments

Education

High school diploma or equivalent

Tools

CRM software

ERP systems

Job description

Company Description

HMS Industries is an ISO 9001:2015 certified global supplier of bearings and industrial components with a strong focus on product and process engineering. Founded in 2001 and headquartered in Westlake, Ohio, HMS serves customers across multiple industries and markets worldwide. The company is committed to delivering high-quality parts that meet strict tolerances and performance standards. All products are manufactured in ISO/TS certified facilities, with an emphasis on on-time delivery and customer satisfaction.

Role Description

This is a full-time, on-site Customer Service Representative role based in Westlake, OH. The Customer Service Representative will handle inbound and outbound customer communications via phone, email, and other channels, providing prompt, accurate information about orders, products, and services. Daily responsibilities include processing orders, tracking shipments, updating customer records, and coordinating with internal teams such as sales, logistics, and engineering to resolve issues. The role also involves proactively addressing customer concerns, documenting service interactions, and following established procedures to support continuous improvement in service quality. The successful candidate will contribute to maintaining strong customer relationships and supporting HMS Industries’ reputation for reliability and satisfaction.

Qualifications

• Demonstrated skills in Customer Service and Customer Support to handle inquiries, resolve issues, and provide clear, timely information.
• Experience focusing on Customer Satisfaction and Customer Experience, with the ability to build rapport and maintain long-term relationships.
• Background working as Customer Service Representatives or in similar customer-facing roles in industrial, manufacturing, or B2B environments.
• Strong communication skills (verbal and written), active listening, and professional phone and email etiquette.
• Ability to use CRM or ERP systems, manage data accurately, and follow structured processes and documentation standards.
• Solid organizational skills, attention to detail, and the ability to manage multiple tasks and priorities in a fast-paced setting.
• Collaborative mindset with the ability to work effectively with sales, operations, and technical teams.
• Only candidates with a good attitude and team-player mentality should apply!
• High school diploma or equivalent required; additional education or coursework in business, communications, or a related field is a plus.