Customer Service Representative - Defense (1st Shift)

Customer Service Representative Defense

Schedule: MondayFriday, 1st Shift

Pay Range: $45,000 -$60,000 per year (based on experience and qualifications)

Since 1923, Hentzen Coatings, Inc. has remained an independent, privately held company dedicated to excellence in the development and manufacture of advanced coatings. Our commitment to innovation, quality, and service has earned us recognition as a trusted partner and technology leader in the aerospace, defense, and industrial markets. With nearly a century of experience, we've mastered the art of custom-engineering coatings to meet the unique and demanding requirements of our customers. This innovation comes to life in our state-of-the-art facilities, where talented teams collaborate to solve complex challenges and deliver cutting-edge solutions.

Position Summary

The Customer Service Representative (CSR) is responsible for ensuring customer orders and inquiries regarding customer accounts, orders, credits, and returns are processed in a manner that promotes outstanding customer relations. The accurate and timely processing of orders to avoid delays is a daily requirement to ensure products are shipped to the customers as expected. Responsive communication, both internal and external of the organization, is a necessity.

Essential Duties & Responsibilities

• The CSR must recognize potential problems and react quickly to provide workable solutions to a vast array of customer issues to the satisfaction of the customer.
• Process complex orders and provide support for inquiries and problems received directly from customers, sales force, marketing, and in-house personnel in a manner that promotes outstanding customer relations.
• Edit electronic, written, and verbal orders for correct product codes, lot numbers, descriptions, sizes, special handling instructions, contract assignment, and any other special requests from the customer.
• Support field-based sales and technical personnel by providing home office customer service information.
• Resolve customer, sales, and marketing inquiries regarding order status, product availability, pricing, terms, shipping information, damaged/lost shipments, and product information in a knowledgeable and professional manner.
• Work closely with shipping department to handle emergency shipments, complaints, and export orders promptly and efficiently.
• Review, analyze and assist Credit and Quality Departments with returns as required.
• Provide support for special projects, systems upgrades or modifications of new product implementations as required to ensure Customer Service requirements are addressed in a timely and effective manner.
• Provide back-up support for reception duties as needed.
• Perform other duties as assigned.

Qualification Requirements

• Education: High school diploma required; associate's or bachelor's degree preferred.
• Experience level preferred: Two to five years of customer service experience preferred, ideally within a manufacturing, chemical, or coatings environment.

Skills and Abilities

• Strong organizational skills with the ability to prioritize tasks and work independently with minimal supervision.
• Excellent verbal and written communication skills, including strong spelling, grammar, and punctuation.
• Demonstrated commitment to delivering outstanding customer service, with the ability to build effective relationships across all levels of the organization.
• High level of attention to detail and accuracy.
• Ability to thrive in a fast-paced, dynamic work environment.
• Proficient in Microsoft Office applications (Word, Excel, Outlook); experience with ERP systems (IFS preferred) and standard office equipment.

Work Environment & Physical Requirements

Physical Demands

• Must be able to safely and frequently ascend and descend staircases as part of daily activities.
• Must be willing to shave facial hair as needed to ensure a proper seal for respiratory protection in accordance with the company's Respiratory Protection Program.
• Must be able to lift and carry up to 25 pounds frequently.
• Must be able to remain on their feet for up to eight hours during shifts in active work environments.

Personal Protective Equipment (PPE)

• Safety shoes, safety glasses, and flame-retardant uniforms or lab coats are required in production areas.
• Respirators and ear plugs are required for specific production processes.

Benefits

• Competitive benefits package.
• Generous PTO policy
• 401(k) Employer Match: We match employee contributions up to 8% of eligible compensation.
• Profit Sharing: Discretionary annual contribution based on company performance.
• Employee referral bonus program
• Monthly employee food trucks
• and much more!

At Hentzen, you'll find more than a jobyou'll discover an opportunity to learn, grow, and make an impact. If you're ready to join a company known for its heritage of innovation and dedication to its people, we invite you to explore a rewarding career with us.