Office Assistant I/Customer Service Representative

Wilsonart LLC; Cincinnati (OH); On-site; USD 32,000 - 42,000; Full time

Job summary

Wilsonart LLC in Cincinnati, OH is seeking an Office Assistant I/Customer Service Representative to support a group of customer accounts from order entry through delivery. The role requires meticulous attention to detail, proactive communication, and the ability to manage multiple orders and priorities.

You will interact with customers by phone and email, collaborate with manufacturing and logistics teams, ensure accurate orders in ERP/WSM, and resolve issues promptly to keep shipments on track.

Qualifications

• High school diploma or GED required.
• 1+ year of CSR or office support experience preferred.
• Experience with order entry and ERP/WSM systems is a plus.

Responsibilities

• Serve as the primary contact for assigned customers and manage order entry through delivery.
• Handle customer communications by phone and email regarding order status and issues.
• Coordinate with manufacturing, logistics, and internal teams to update status and expedite orders.
• Monitor open orders and requests, prioritizing workload and ensuring timely resolutions.

Skills

Customer service

Effective communication

Multitasking

Problem solving

Education

High School Diploma or GED

Tools

MS Office

EDI systems

Smartsheet

Job description

**Position Overview – Office Assistant I/Customer Service Representative**Wilsonart, Cincinnati, has an immediate opening for an Office Assistant I/Customer Service Representative. The position is part of our small Customer Service Representative (CSR) team in Cincinnati, Ohio. They are responsible for managing and supporting an assigned group of customer accounts from order entry through delivery and resolution of any order-related issues. The CSR serves as a primary point of contact for customers and works closely with internal teams, including plant manufacturing, logistics, and other company personnel, to ensure orders are entered accurately, processed efficiently, and delivered as expected.This position requires strong attention to detail, effective communication, organization, follow-through, and the ability to manage multiple customer accounts and priorities simultaneously. The CSR is expected to take ownership of assigned accounts, respond promptly to customer needs, identify and communicate potential issues, and ensure that customer requests and open items are addressed in a timely manner.**ESSENTIAL DUTIES AND RESPONSIBILITIES*** Serve as the primary point of contact for assigned customers, maintaining strong relationships and ensuring customer needs and requests are addressed promptly and are followed through to resolution.* Enter and review customer orders for accuracy and resolve discrepancies as needed.* Handle customer communications by phone and email regarding order status, back orders, reorders, delivery issues, late shipments, and other account-related questions.* Work closely with plant manufacturing liaisons and other internal departments to obtain order status, communicate production or delivery updates, and coordinate expedited orders when necessary.* Monitor open orders and customer requests, prioritize workload effectively, communicate proactively when assistance is needed, and ensure assigned work is completed accurately and within expected timeframes.* Perform CSR and other administrative duties as assigned in accordance with established work methods.**KNOWLEDGE, SKILLS & ABILITIES*** Strong verbal and written communication skills with the ability to build positive customer relationships and respond professionally to inquiries and concerns via e-mail.* Ability to manage multiple customer accounts, competing priorities, deadlines, and a high volume of requests while maintaining timely and accurate work.* Ability to research issues, identify solutions, coordinate with internal teams, and take ownership of customer requests through resolution.* Ability to learn and effectively use computer systems, including WSM, EDI, Smartsheet, Microsoft Office, and other business applications while maintaining accurate records.* Ability to manage multiple customer accounts, competing priorities, deadlines, and a high volume of requests while maintaining timely and accurate work.* Order Management & Accuracy: Knowledge of order entry, EDI, ERP/WSM systems, and related processes, with strong attention to detail and accuracy.* Ability to work independently and collaboratively, communicate workload concerns when assistance is needed, and consistently follow through on assigned responsibilities and customer commitments.**EDUCATION and/or EXPERIENCE*** High School Diploma or GED**EXPERIENCE*** 1+ years* 15 semester hours of college in a related field may substitute for the required experience***PHYSICAL DEMANDS**** *Sitting in the same location of standing/walking; required to stoop, climb or lift light material (10-20lbs) or equipment.****ENVIRONMENT**** *Located in a comfortable indoor area. Examples: executive, management, and support positions.**Wilsonart 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.**We’re looking for people who are ready to learn, ready to lead and ready to make a difference. If that sounds like you, you can win at Wilsonart.**Wilsonart is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, marital status, military status, order of protection status, or any other legally recognized protected basis under federal, state, or local law.*