Customer Service Representative

New Castle Metal is a premier fabricator of architectural cladding for Commercial, Industrial and Residential projects. We specialize in standing seam metal roofing systems, edge metal systems, and custom fabrication. New Castle Metal utilizes a portfolio of metal forming machines at each of its six locations across the Northeast to provide customers with unparalleled flexibility and lead times.

Job Summary

New Castle Metal is seeking a dynamic, highly organized customer service representative to anchor our Bensalem, PA branch. This role sits directly at the intersection of customer-facing sales and back-end operations. As a vital link in our compact, efficient team, you will manage counter sales, coordinate production for our shop operators, manage inventory levels, and oversee equipment upkeep.

Responsibilities

• Act as the primary point of contact for walk-in contractors, phone inquiries, and email orders.
• Assist customers with product selection, provide accurate pricing quotes, and process orders efficiently.
• Manage and optimize the daily production workflow for the branch's two machine operators.
• Balance urgent, last-minute requests with ongoing orders to minimize bottlenecks and maximize machine output.
• Conduct regular cycle counts and reconcile inventory data within the system.
• Coordinate with procurement or main hubs to order replenishment stock before shortages occur.
• Utilize the MaintainX platform to log maintenance tasks, track equipment upkeep, and schedule downtime during non-peak production hours.
• Ensure all equipment issues are documented and resolved quickly to minimize operational downtime.

Requirements

• Experience in customer service/sales and logistics, manufacturing, or distribution operations. Experience in the building materials or sheet metal industry is a major plus.
• Comfortability with ERP systems to manage orders and inventory (experience with DMSI Agility a plus).Experience with CMMS platforms is a plus.
• Exceptional time-management abilities with a proven track record of managing competing priorities.
• Clear, professional verbal and written communication skills to effectively collaborate with shop operators, customers, and management.
• A proactive mindset with the ability to think on your feet and optimize workflows in a small-team environment.

Benefits

• Competitive Pay
• Benefits: Medical / Dental / Vision / Life Insurance
• 401(k) with discretionary employer match
• Paid vacation and Holidays
• Yearly reviews with opportunities to advance your career based on performance
• A proactive mindset with the ability to think on your feet and optimize workflows in a small-team environment.