Office Assistant I/Customer Service Representative

Wilsonart International; Stockton (OH); On-site; USD 35,000 - 50,000; Full time

Benefits offered by this job

Medical, dental, and life insurance

Disability coverage – short and long‑/

FSAs and dependent care options

Vision benefits

Tuition reimbursement

Paid vacation and holidays

Wellness programs and gym discounts

Internal mobility and mentoring

Job summary

Wilsonart International in Cincinnati, Ohio, is seeking an Office Assistant I/Customer Service Representative to support a group of customer accounts from order entry through delivery. You will coordinate with manufacturing, logistics and other teams to keep customers informed, resolve issues, and ensure accurate orders.

The role requires strong communication, attention to detail and the ability to manage multiple priorities in a fast-paced environment.

Qualifications

• Strong verbal and written communication with customers.
• Attention to detail and accuracy in order processing.
• Ability to manage multiple accounts and priorities simultaneously.

Responsibilities

• Serve as primary contact for assigned customers and maintain relationships.
• Enter and review orders for accuracy; resolve discrepancies.
• Communicate via phone and email about orders, status, backorders, and deliveries.
• Collaborate with manufacturing and logistics to provide updates and expedite orders when needed.
• Perform administrative CSR duties and maintain records in relevant systems.

Skills

Communication

Multi-tasking

Customer service

Problem solving

Data entry

Education

High School Diploma

Tools

WSM

EDI

Smartsheet

Microsoft Office

Job description

Win at WilsonartAt Wilsonart, we don’t just make surfaces—we build careers. When you join our team, you become part of something bigger: a company driven by innovation, grounded in values, and powered by people who care.You’ll be surrounded by teammates who take pride in their work and look out for one another. You’ll have the chance to learn, grow and make a real impact. And you’ll be part of a company that believes winning means helping you succeed at work and in life.Here, you’ll win with:Support that keeps you wellMedical, dental, and life insuranceCompany-paid short- and long-term disabilityFSAs and dependent care optionsVision and legal benefitsGym discounts and wellness clinicsTuition reimbursement—for you and your dependentsOpportunities to growClear paths to promotion and internal mobilityTraining, coaching, and mentorshipDevelopment programs to support your goalsTime for what mattersPaid vacation and holidays in your first yearA culture that respects work-life balanceJob Description:Position Overview – Office Assistant I/Customer Service RepresentativeWilsonart, 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 RESPONSIBILITIESServe 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 & ABILITIESStrong 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 EXPERIENCEHigh School Diploma or GEDEXPERIENCE1+ years15 semester hours of college in a related field may substitute for the required experiencePHYSICAL DEMANDSSitting in the same location of standing/walking; required to stoop, climb or lift light material (10-20lbs) or equipment.ENVIRONMENTLocated 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.