Customer Service Representative

Job Description

Job Description

This job is posted on behalf of Franklin Professionals by Top Echelon.

Customer Service Representative – Manufacturing

Gardner, MA | Full-Time | On-Site

Are you someone who enjoys building relationships with customers, staying organized, and spotting opportunities to grow an account?

A well-established, growing U.S. manufacturer in Gardner, MA is looking for a Customer Service Representative to join its team. This is more than a traditional customer service role—you’ll become a key point of contact for established customers while partnering closely with the sales team to support accounts, follow up on opportunities, and help develop new business.

The company has been manufacturing quality products in Massachusetts for more than 30 years and serves customers across a wide range of industries. This is a great opportunity for someone who enjoys the stability of an established manufacturer but still wants a role where initiative, relationship-building, and follow-through make an impact.

What You'll Do

You'll manage customer relationships from inquiry through order fulfillment while helping identify opportunities to strengthen and grow those accounts. Your responsibilities will include:

• Process customer orders accurately and help ensure on-time delivery.

• Serve as a primary point of contact for existing customer accounts.

• Build strong customer relationships through proactive communication and follow-up.

• Respond to requests for quotes and ensure order and shipping information is accurate.

• Follow up on leads and inquiries to help establish new customer accounts.

• Identify opportunities to up-sell or cross-sell products based on customer needs.

• Reconnect with inactive customers and follow up on previous or lost business opportunities.

• Partner closely with the sales team to address customer needs, opportunities, and issues.

• Support business development efforts including product samples and direct-mail campaigns.

• Maintain accurate customer records, contacts, and account information within company systems.

What We're Looking For

We're looking for someone who combines strong customer service skills with a little bit of a sales mindset . You don't need to be an aggressive salesperson, but you should be comfortable picking up the phone, following up, asking questions, and looking for ways to deepen a customer relationship.

Ideally, you'll bring:

• 3+ years of customer service, inside sales, account management, or related experience.

• An Associate degree or an equivalent combination of education and experience.

• Excellent verbal and written communication skills.

• Strong attention to detail and order accuracy.

• The ability to manage multiple customers, orders, and follow-ups without losing track of the details.

• Confidence communicating with both customers and internal sales team members.

• Strong Microsoft Office skills and experience working with an ERP or order-management system; IQMS experience is a plus.

• A proactive, dependable approach—you follow through and don't wait for everything to come to you.

Why This Opportunity?

This is an opportunity to join an established American manufacturer with more than 30 years in business and products used across industries ranging from electrical and electronics to HVAC, construction, solar, and other industrial applications.

You'll work in a role that offers variety: part customer service, part account management, and part business development. If you enjoy getting to know your customers, solving problems, and finding opportunities rather than simply processing transactions, this could be a great fit.

Schedule & Location

This is a full-time, on-site position in Gardner, MA. The position works primarily in a professional office environment with occasional exposure to the company's manufacturing and warehouse operations.

Benefits

A comprehensive benefits package is available to full-time employees.

Interested? Apply today! We'd love to hear from customer-focused professionals who enjoy building relationships, staying busy, and being part of a collaborative manufacturing and sales environment.