Customer Service Representative

Job Description

Job Description

Opportunity

DuraMark Technologies is seeking an experienced Customer Service representative to join our team in either Westfield, IN or St. Paul, MN. This role is ideal for someone who enjoys working in a fast-paced environment, takes ownership of customer needs, and is committed to providing an outstanding customer experience. The Customer Service Representative serves as the primary account support contact for assigned customer accounts and plays a critical role in managing customer relationships, order execution, and internal coordination. Success in this role requires strong communication, attention to detail, follow-through, and the ability to collaborate effectively with customers and internal teams. Experience with NetSuite is preferred but not required. Our NetSuite environment is highly customized, so we are primarily looking for someone with a positive, growth mindset, strong work ethic, and willingness/ability to learn. The role also involves working with order in-take technology, reviewing customer purchase orders for accuracy before they are imported into NetSuite. Additionally, the CSR team supports customers using DuraMark's customer portal, including customer setup, onboarding, and training to ensure successful adoption of the platform.

Key Areas of Responsibility

• Serve as the primary customer contact for assigned customer accounts.
• Support Account Managers with day-to-day account activities, customer communications, quotes & follow-up, and initiatives that support organic account growth.
• Review customer orders, purchase orders, pricing, part numbers, ship dates, and order requirements for accuracy.
• Review customer purchase orders in our AI tools before they are imported into NetSuite.
• Help customers get set up and trained on DuraMark's customer portal and web-based ordering tools.
• Review open order information, monitor ship dates, and communicate order status updates to customers.
• Manage customer requests related to order timing, pricing, schedule changes, and delivery expectations.
• Coordinate with sales, production, shipping, purchasing, and other internal teams to keep orders and customer requests moving.
• Identify issues early, communicate clearly, and help drive solutions.

Qualifications

Preferred Experience

• Strong customer service, order management, sales support, or account support experience.
• Experience supporting assigned customer accounts or Account Managers.
• Experience working in a fast-paced, high-volume environment.
• NetSuite or other ERP experience preferred.
• Manufacturing, printing, labeling, or custom product experience a plus.
• Customer portal, web ordering, or e-commerce order support experience a plus.
• Experience reviewing purchase orders, pricing, part numbers, customer specifications, and order details.

Skills & Attributes

• Excellent written and verbal communication skills.
• Strong attention to detail and follow-through.
• Ability to manage multiple priorities and deadlines.
• Problem-solving ability with a sense of ownership and urgency.
• Comfort working with technology and customer-facing systems.

Compensation & Benefits

• Competitive compensation based on experience and qualifications.
• Medical, dental, and vision insurance.
• 401(k) plan with company match.
• Paid time off and company holidays.
• Company-paid life and disability insurance.
• Opportunities for professional growth and career advancement within a growing organization.

Position Summary

This is a critical customer-facing role that serves as the bridge between our customers and internal operations teams. The successful candidate will combine strong communication skills, attention to detail, and a proactive approach to ensure customer orders are processed accurately, issues are resolved quickly, and customers receive an exceptional experience. The right person will thrive in a fast-paced environment, take ownership of customer needs, and contribute to DuraMark's continued growth and success.

Our Core Values

Customer Focused

• Give our Customers the Best Experience Possible

Do The Right Thing

• Act with Integrity and Trust

• Confront the Hard Stuff

• Treat people how you would like to be treated

Positive “Get It Done” Attitude

• Adaptive to Change

• Work Hard and Have Fun

• Motivate others

• Committed to Quality and Execution

Collaborative Team Player

• "Win as a Team" Mentality

• Creative Problem Solver

• Humble & Confident Contributor

Passion To Grow

• Achievement driven with a "Will to Win"

• Curious Learner

• Energetic Competitor

If you are a highly motivated and results-oriented individual with a passion for the labeling industry, we encourage you to apply for this exciting opportunity at DuraMark Technologies today!

Equal Opportunity Employer: This organization is an equal opportunity employer and does not discriminate based on race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status, marital status, familial status, or status with regard to public assistance, or membership or activity in a local human rights commission. All qualified applicants will receive consideration for employment without regard to these protected characteristics.