Customer Service Representative

Position Summary

At Lakewood Instruments, every employee contributes directly to the success and growth of the company. We are seeking a motivated and customer-focused Customer Service Representative who thrives in a fast-paced manufacturing environment and is committed to delivering exceptional service.

This role serves as a key point of contact for customers by supporting order management, quotations, shipment coordination, troubleshooting, and account support while maintaining strong communication across departments. The ideal candidate is detail-oriented, solution-driven, and capable of building strong customer relationships through professionalism and responsiveness.

Qualities, Duties and Responsibilities

• Provide professional and timely support to customers via phone and email regarding:
  • Product quotes
  • Order status and processing
  • Expedite requests
  • Shipping and delivery inquiries
  • General customer support
• Build and maintain positive customer relationships through effective communication and follow-through.
• Enter and process customer orders, shipment invoices, and related documentation accurately within the ERP system.
• Assist customers with basic product troubleshooting and technical support inquiries.
• Develop new customer accounts and coordinate credit reference documentation as needed.
• Issue RMAs (Return Material Authorizations) and process customer return requests.
• Monitor and maintain daily, weekly, and monthly sales and customer service reports.
• Follow up on past-due customer accounts and assist in resolving payment discrepancies in coordination with accounting.
• Create purchase orders and route for approval in accordance with company procedures.
• Maintain accurate customer records, databases, and ERP system information.
• Collaborate with internal departments including operations, production, purchasing, and shipping to ensure customer satisfaction and on-time delivery.
• Support additional operational or production-related activities as assigned.

Qualifications, Experience and Education

• Minimum of 2 years of customer service, inside sales, or order management experience, preferably within a manufacturing, electronics, or technical environment.
• Strong verbal and written communication skills with the ability to professionally interact with customers and internal teams.
• Excellent organizational skills and attention to detail.
• Ability to prioritize tasks, solve problems, and manage multiple responsibilities in a fast-paced environment.
• Proficiency with computers and Microsoft Office applications; ERP system experience preferred.
• Associate degree in a technical or business-related field is preferred but not required.
• Strong customer-first mindset with a proactive and team-oriented attitude.

Core Competencies

• Customer Focus
• Communication Skills
• Problem Solving
• Accountability
• Teamwork & Collaboration
• Time Management
• Adaptability
• Attention to Detail

Shift

• 8:00am - 4:30pm; Monday - Friday

Environment

• Indoors, heated/airconditioned

Equal Opportunity Statement

Lakewood Instruments is committed to creating an inclusive and respectful workplace. We are proud to be an equal opportunity employer and value diversity within our organization.