Customer Service Representative

Customer Service Representative

Location: Weyers Cave, VA Compensation: $23-27 p/hr

Schedule: Monday Friday, standard business hours (on-site)

Mission of the Role (What you will be doing)

The Customer Service Representative (CSR) delivers a consistent, high-quality customer experience by serving as the primary communication link between customers, sales, and operations. This role manages orders, supports service needs, and resolves issues while building strong customer relationships.

The CSR partners closely with the sales team to support growth initiatives, promote company capabilities, and provide full-service solutions across core product offerings.

Key Duties & Accountabilities (Primary responsibilities & quantifiable measurements)

Process and confirm customer orders the same day they are received

Generate standard quotes within 2448 hours

Answer phone calls by the 3rd ring and respond to all emails within the same business day

Build and maintain accurate price lists to protect gross profit margins

Review GP$/UOM on orders and escalate margin concerns as needed

Create accurate specs and inventory items within 2448 hours

Monitor customer inventory (min/max), open orders, and backorders to ensure DIFOTIS (Delivered In Full, On Time, In Spec)

Resolve customer issues promptly and escalate when needed

Serve as liaison between sales, purchasing, design, manufacturing, and shipping teams

Use independent judgment to meet quality and performance standards

Additional Responsibilities

Prepare proposals and customer correspondence

Maintain accurate customer records

Monitor and assist with resolving slow payment issues

Support management of slow-moving inventory

Expedite materials based on customer needs

Educational / Training / Experience Requirements

High School Diploma or GED required

Prior customer service experience preferred

Minimum Skills, Knowledge & Ability Requirements

Strong organizational and prioritization skills

High attention to detail and accuracy

Basic arithmetic skills (including gross profit calculations)

Proficiency in Microsoft Office (Excel, Word, Outlook, PowerPoint)

Strong written and verbal communication skills

Ability to work cross-functionally and independently

Demonstrated initiative in professional development

Reliable attendance and punctuality

Key Attributes

Strong attention to detail

Effective communication across all levels

Sense of urgency

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Core Values

People First Fosters trust, respect, and collaboration while prioritizing employee growth and well-being.

Unique Customer Solutions Understands and delivers on customers unique needs through creativity and innovation.

Passion to Serve Responds quickly to customer needs with empathy, integrity, and accountability.

Agility Adapts to change, embraces new ideas, and takes intelligent risks to drive progress.

Growth Focus Results-driven and continuously improving to achieve stretch goals and sustainable success.

Benefits:

The final base pay offered to the successful candidate will be determined by factors such as work location, job-related skills, qualifications, experience, responsibilities, and relevant education and training. In addition to our compensation, we offer a comprehensive benefits package including the following:

Bonus based on company performance

Medical, dental, and vision insurance

401(k) retirement savings plan with company match

Paid time off (including vacation, company holidays, and parental leave)

Employee Assistance Program (EAP)

Other benefits such as life insurance, disability coverage, and wellness programs