Customer Service Representative

Job Description

Job Description

Job Description

This job description outlines the general responsibilities and qualifications for this role. It is not a contract, nor does it create any guarantee of continued employment. Employment with the Company is and will remain “at‑will,” meaning either the employee or the Company may end the employment relationship at any time, with or without notice, and for any lawful reason. Nothing in this job description, or in any related document or conversation, alters the at-will nature of employment. The Company reserves the right to modify job responsibilities, duties, or requirements at any time as business needs evolve.

Position Title: Customer Service Representative - (NOT REMOTE, NOT HYBRID)

Division: Corporate

Location: Minnetonka, MN

Shift: AM Regular

Status: Full Time

Reports To: VP of Sales

Exempt / Non-Exempt: Non-Exempt

Labor Code: 100

POSITION SUMMARY: The Customer Service Representative is responsible for delivering exceptional service to EPCO customers and agents. This role supports sales operations by entering orders, providing accurate and timely product information, and ensuring a high level of responsiveness related to pricing, product features, and delivery timelines.

This position plays a critical role in maintaining customer relationships while supporting internal sales efforts. Regular and consistent attendance is an essential function of this position.

ESSENTIAL DUTIES:

Core responsibilities include, but are not limited to:

• Enter and process sales orders accurately and efficiently.
• Partner with manufacturer sales representatives, electrical distributors, and electrical contractors to provide job quotes, pricing, inventory availability, product information, and shipment details.
• Respond to product and order inquiries in a timely and professional manner, ensuring a high level of customer satisfaction.
• Manage product return requests by preparing initial RMA documentation and distributing appropriate communications to customers.
• Utilize Customer Relationship Management (CRM) systems to document activities, communicate with the sales team, and track sales opportunities.
• Support sales efforts through proactive customer engagement and identification of potential sales opportunities.
• Participate in sales training, seminars, and trade shows as assigned.
• Additional responsibilities include special projects, the independent pursuit of potential sales, attending sales training, seminars, trade shows, and any other duties required of the role by management.

JOB KNOWLEDGE, ABILITIES, AND SKILLS:

• Strong customer service orientation with a working knowledge of general sales practices.
• Excellent verbal and written communication skills.
• Ability to quickly learn and effectively apply knowledge of the company’s product lines, pricing strategies, and the electrical industry.
• Strong data entry skills with the ability to type at 60+ words per minute.
• Proficiency in Microsoft Office (Outlook, Excel, Word), ERP systems (e.g., SYSPRO), and CRM platforms (e.g., Microsoft Dynamics).
• Ability to troubleshoot basic system or process issues.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Ability to assess situations, draw accurate conclusions, and make sound recommendations.
• Ability to work both independently and collaboratively within a team environment.
• Demonstrated reliability, including regular and consistent attendance. Regular and consistent attendance is an essential function of this position.

SUPERVISORY RESPONSIBILITIES: This position has no direct supervisory responsibilities.

PHYSICAL REQUIREMENTS:

These requirements describe the general physical demands of the role and are not intended to exclude individuals who can perform the essential functions with or without reasonable accommodation. This position operates primarily in a professional office or remote/hybrid environment and is subject to typical ergonomic considerations related to prolonged computer use. The organization supports reasonable accommodations and ergonomic adjustments in accordance with the Americans with Disabilities Act (ADA) and applicable OSHA guidance.

• Ability to remain in a stationary position for extended periods while performing analytical and computer‑based work, with regular opportunities for movement or positional changes consistent with ergonomic best practices.
• Ability to operate standard office and computer equipment, including a computer, keyboard, mouse, and other productivity tools, to prepare, analyze, and review financial models, reports, and presentations.
• Ability to move within an office or hybrid workspace to attend meetings, access resources, or collaborate with others, either in person or virtually.
• Ability to communicate effectively in person, via video conferencing, and through written formats to collaborate with internal stakeholders and leadership.
• Ability to use close visual acuity to review data, read detailed financial documents, and view information on screens for prolonged periods, consistent with typical office‑based analytical work.
• Ability to occasionally position self and/or move objects weighing up to approximately 10 pounds (e.g., files, materials, or equipment), consistent with a sedentary office role.

EDUCATION AND EXPERIENCE:

• Minimum of 4 years of experience in customer service and/or inside sales.
• Associate’s degree in Sales, Marketing, Business, or a related field preferred but not required. An equivalent combination of education and relevant experience acceptable.
• Experience in the electrical and lighting industry is preferred.
• Experience working with electrical distributors or contractors is a plus.
• Demonstrated interest in learning and growing within a sales and customer service environment.

WORK ENVIRONMENT:

The work environments described below are representative of those encountered while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job duties.

General Expectations for All Positions

All roles require the ability to collaborate effectively with individuals across multiple departments and job functions. Employees must also be able to work independently, manage priorities, and complete essential tasks with minimal supervision.

Office Positions

Employees in office-based roles can expect:

• A business‑casual office environment with individual workstations, cubicles, or private offices.
• Regular interaction and coordination with team members; some tasks may require shared participation to complete.
• Periods of independent work requiring focus, organization, and self-management.
• Typical office noise levels, standard ergonomics, and access to office equipment such as computers, phones, and printers.
• Work that may require sitting or standing for extended periods, with reasonable accommodations available as needed.

OTHER:

• Regular and consistent attendance is required.
• Employees must abide by all company policies. It is the employee's responsibility to stay abreast of policy and procedure changes throughout their employment.
• Employees are always required to abide by company safety procedures to ensure the maintenance of a safe and hazard-free work environment.
• Proper Personal Protective Equipment (PPE) must be worn while performing job duties that require the use of PPE.
• Employees may be required to perform other duties not specified in their job descriptions as requested, directed, or assigned.
• Management reserves the right to modify job descriptions at any time as deemed necessary.

This job description is not all-inclusive and may be amended at any time. Providing employees with a job description does not imply, nor should it be interpreted as establishing an employment contract or agreement of any kind. All employees of the company are employed at-will.

Equal Employment Opportunity Statement: PDU Cables|Engineered Products Co., LLC is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.