Customer Service Representative

Customer Service Representative

The Ideal Tridon Group comprises a family of brands that support, secure, and connect the movement of air, fluid, and electricity in critical applications. With over 100 years of proven quality and a strong culture of service, we are the worldwide leader in clamps, strut, hose supports, conduit, fittings, and coupling solutions. Our products are engineered to meet the highest standards across a range of industries, and our commitment to innovation, reliability, and customer support ensures we're ready to meet the demands of today and tomorrow. At the Ideal Tridon Group, connections aren't just what we make—they're the heart of everything we do.

With 40+ years of European manufacturing excellence, Advanced Couplings Ltd supplies high-quality components to the global pharmaceutical, food and beverage and AI industries. Our certified products are trusted for critical health and safety applications, backed by a strong commitment to innovation and quality.

Working within the Flow Connect Hygienic Commercial Excellence approach, the position goes beyond transactional order entry. It contributes to customer retention, commercial responsiveness and long-term partnership by building product knowledge, maintaining accurate customer records, communicating proactively and ensuring customer needs are routed to the right internal specialists.

We are seeking a Customer Service Representative to join our team based on site in Boyertown PA. The Customer Service Representative is a key member of the Advanced Couplings commercial team, responsible for delivering responsive, accurate and professional support throughout the customer journey. The role acts as a day-to-day connection between customers, Internal Sales, External Sales and the wider operations team, ensuring enquiries, orders, service issues and commercial requests are handled efficiently.

Work Schedule:

Monday-Friday 8am - 4:30pm EST or 8:30am - 5:00pm EST

Hourly Wage:

$22.12 - $25.00

Strategic Contribution

• Deliver Excellence – provide timely, accurate and professional support from enquiry through order fulfilment and after-sales service.
• Build Lasting Partnerships – develop trusted day-to-day relationships through responsiveness, ownership and reliable follow-up.
• Support Commercial Growth – identify customer needs, support quotation and order activity, and surface potential opportunities to the commercial team.
• Collaborate Without Boundaries – connect customers with Sales, Engineering, Operations, Supply Chain and other specialists as required.
• Continuously Improve – build product and system knowledge, maintain high-quality customer data and contribute ideas that improve service delivery.

Customer Communication & Service Excellence

• Respond to customer enquiries by telephone, email and other approved communication channels in a timely and professional manner.
• Provide appropriate non-technical support and coordinate technical questions with the relevant specialist or department.
• Take ownership of customer concerns, ensuring appropriate actions are initiated, communicated and followed through to resolution.
• Handle complex or unusual requests within defined procedures, escalating when specialist or management support is required.

Order & Commercial Support

• Receive, review and accurately enter customer orders for new or additional products and services.
• Support quotation, order-status and general commercial enquiries in partnership with Internal Sales.
• Maintain clear communication with customers regarding order requirements, changes, availability and relevant next steps.
• Ensure customer requests are accurately documented and transferred to the appropriate internal teams.

Customer Account & CRM Discipline

• Maintain accurate customer accounts and records of interactions, enquiries, complaints and relevant commercial information.
• Use approved CRM, ERP and customer relationship systems to record activities, research product information and support customer requests.
• Maintain strong attention to detail and data quality so that customer and commercial information can be relied upon across the organisation.

Cross-Functional Collaboration

• Work closely with Internal Sales, External Sales, Engineering, Operations, Supply Chain and other specialists to resolve customer requirements.
• Provide internal teams with relevant updates on customer needs, service issues and factors affecting customer satisfaction.
• Escalate issues appropriately while remaining accountable for communication back to the customer.

Product Knowledge & Continuous Development

• Proactively expand product, application and process knowledge by working with internal specialists.
• Build proficiency across multiple competencies relevant to Advanced Couplings' hygienic product portfolio and customer base.
• Apply learning from previous enquiries to provide increasingly effective first-line customer support.
• Contribute to continuous improvement initiatives that strengthen response times, accuracy and customer experience.

Commercial Awareness & Opportunity Support

• Listen actively for additional customer requirements and communicate potential opportunities to Internal or External Sales.
• Support customer retention by providing dependable service and identifying recurring issues or needs.
• Contribute customer feedback and service insights that can help improve products, processes and commercial decision-making.

Required Skills & Capabilities

• Excellent written and verbal communication skills, including active listening.
• Strong customer-service orientation with the ability to resolve concerns professionally and efficiently.
• Organized, dependable and comfortable managing multiple priorities in a busy team environment.
• Strong computer literacy with the ability to learn CRM, ERP and product-information systems.
• Ability to work independently within established procedures while collaborating effectively as part of a wider commercial team.
• Curiosity and willingness to develop technical product knowledge.
• Must be willing and able to perform any related or additional duties as assigned.

Education & Experience

• High school diploma or equivalent required; further education or relevant commercial/customer-service training is advantageous.
• Previous customer service, inside sales, order management or related commercial experience required.
• Approximately 3–5 years of relevant experience is preferred for candidates expected to manage more complex or critical product/customer requirements.
• Experience in manufacturing, engineered products, hygienic processing, life sciences or another technical B2B environment is advantageous.
• Experience with CRM and ERP platforms is advantageous.

Physical & Working Requirements

• Prolonged periods sitting at a desk and working on a computer may be required.
• Must be able to lift up to 15 pounds at times.
• Must be comfortable working both collaboratively within a team and independently.

Benefits

Advanced Couplings is part of the Ideal Tridon Group / Flow Connect. At our company, we focus on benefits that help cover your health, well-being, family, and future. Our comprehensive suite of Benefit options is offered to make it easier to stay physically, emotionally, and financially healthy. Some of our Benefits include:

• Medical/Dental/Vision Insurance
• Company paid Short-Term and Long-Term Disability Insurance
• Company paid Basic Life and AD&D Insurance
• Generous 401(k) retirement plan
• Flexible Spending Account
• Health Savings Account
• Generous PTO
• Company Paid Holidays

An Equal Opportunity Employer

We do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.