Customer Service Representative

Job Description

Summary:

About KELTEC

Powering Reliability. Driving Performance. Building Careers. At KELTEC, we are more than a filtration company. We are a team of problem-solvers, innovators, and industry experts dedicated to helping our customers keep their operations running. Since 1982, KELTEC has designed, manufactured, and distributed high-quality filtration and component solutions that support critical industrial systems around the world. Our products serve compressed air, air treatment, hydraulics, refrigeration, gas, and vacuum applications, helping customers maximize uptime and reduce operating costs. Headquartered in Northeast Ohio, KELTEC has grown into a leading manufacturer with multiple fulfillment centers, manufacturing operations, and a global customer base. We combine OEM-equivalent quality, engineering expertise, and outstanding customer service to deliver reliable solutions that customers can trust.

KELTEC offers a full benefits package including medical, dental, vision, PTO, and 401k matching.

Duties / Responsibilities:

• Provide exceptional customer service via phone, email, and virtual interactions, ensuring clear and professional communication
• Process customer orders, returns, and inquiries efficiently, ensuring accuracy in order entry and documentation.
• Address and resolve customer issues and complaints with a problem-solving mindset, escalating concerns as necessary.
• Collaborate with production, shipping, and sales teams to ensure timely order fulfillment and delivery.
• Maintain detailed and accurate records of customer interactions, transactions, and complaints.
• Assist in translating documents, policies, and procedures as needed to support non-English-speaking customers and employees.
• Support the sales team with customer account management, order tracking, and follow-ups.
• Stay up to date on product knowledge to effectively assist customers with inquiries and concerns.
• Coordinate with the product team to stay informed about product updates and enhancements.
• Conduct market research to identify potential leads
• Cold call and email potential customers to generate new business opportunities.
• Qualify inbound leads and direct them through the sales funnel.
• Develop and deliver compelling sales presentations tailored to the customer's needs.
• Build and maintain strong relationships with new and existing customers.
• Follow up with leads to ensure they are adequately nurtured through the sales process.
• Address customer inquiries and resolve issues promptly.
• Other duties as assigned.

Required Qualifications:

• Bachelors degree in Business, Sales, Marketing, Communications, or a related field
• Previous experience in customer service, preferably in a manufacturing or industrial setting.
• Strong interpersonal and communication skills with the ability to handle challenging situations professionally.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
• Strong attention to detail and organizational skills.
• Ability to work independently and as part of a team in a fast-paced environment.
• Problem-solving skills with a proactive approach to customer service.

Preferred Qualifications:

• Experience with ERP or CRM software (e.g., HubSpot).
• Fluency in English and Spanish both verbal and written.
• Proficiency in using Microsoft Office Suite

Normal Working Hours and Conditions: Core business hours are generally 8:00 am 5:00 pm. However, this position may require work to be performed outside of normal business hours based on Company operations.

Physical Requirements: Primary functions require sufficient physical ability and mobility to work in an office setting including verbally communicating, seeing and hearing to exchange information and fine coordination including use of a computer keyboard. Daily physical functions include standing, sitting and walking for prolonged periods of time and occasionally stooping, bending, kneeling, crouching, reaching, and twisting. The employee may engage in lifting, carrying, pushing, and pulling light to moderate amounts of weight up to 25 pounds. The position also requires the operation of office equipment requiring repetitive hand movement.