CUSTOMER SERVICE REP

Job Description

Job Description

Position Summary

The Customer Service Representative is a key point of contact for Sealcon customers and supports a positive, reliable customer experience from the first inquiry through quoting and order follow-up. The representative recommends product solutions, prepares accurate product quotes, pricing, quantities, and other applicable requirements; handles inbound phone calls and emails; quality checks order information prepared by the Order Processor; maintains customer records; communicates updates; and supports the sales team. Success requires strong communication, attention to detail, teamwork, and consistent follow-through in a high-volume environment.

Key Responsibilities

1. Customer Communication and Service

• Serve as a professional first point of contact for inbound customer phone calls and emails.
• Respond to routine customer questions, provide accurate information, and ensure inquiries are addressed or routed promptly.
• Communicate quote and order status updates, coordinating with Order Processing, Purchasing, Warehouse, or Sales when additional information is needed.
• Listen carefully to customer needs, clarify details, and maintain a courteous, solutions-focused approach.
• Recognize complex, high-value, technical, or project-related inquiries and transfer or escalate them to the appropriate sales representative based on territory, account ownership, and existing project activity.
• Monitor assigned international accounts and coordinate with Sales when account needs or opportunities require additional attention.

2. Product Quoting and Quote Follow-Up

• Prepare and provide accurate product quotes for customers, confirming part numbers, product descriptions, quantities, pricing, and other required details.
• Review customer requirements and available product information to ensure quotes are complete, clear, and aligned with company pricing and quoting procedures.
• Coordinate with Sales, Purchasing, or other departments when pricing, availability, lead times, substitutions, or technical details need confirmation before a quote is issued.
• Meet established quote turnaround expectations while maintaining accuracy and professional customer communication.
• Follow up on quotes as appropriate, answer routine questions, document customer feedback, and route larger, complex, technical, or project-related opportunities to the appropriate Sales or Inside Sales representative.
• Maintain accurate quote records and document revisions, customer communications, and other relevant details in the appropriate systems.

3. Order Quality Control and Accuracy

• Quality check order information prepared by the Order Processor against the customer purchase order, quote, pricing, product details, quantities, and other order requirements.
• Identify and communicate discrepancies, missing information, or inconsistencies to the Order Processor for correction before the order proceeds.
• Coordinate with the Order Processor and other departments to resolve order questions and support accurate, timely order handling.
• Document relevant order quality issues and follow established procedures for communicating corrections or customer follow-up needs.

4. Sales Support and Account Development

• Support Sales by handling initial inquiries, gathering customer requirements, and connecting customers with the appropriate representative.
• Identify relevant opportunities to recommend accessories, complementary products, or additional items that may benefit the customer.
• Make outbound calls and send emails in support of approved marketing campaigns, new product introductions, customer surveys, quote follow-up, and other department initiatives.
• Recognize potential repeat business, new applications, or broader customer needs and communicate these opportunities to Sales or Inside Sales.
• Provide dependable administrative and customer communication support to help the sales team meet company objectives.

5. CRM, Documentation, and Team Collaboration

• Create and maintain accurate customer records in the CRM, including contact details, quote activity, communication history, and relevant account information.
• Document customer interactions and route inquiries using established department processes.
• Participate in sales and marketing meetings, team discussions, and required product, system, and process training.
• Work collaboratively with Customer Experience, Inside Sales, Order Processing, and other departments to provide consistent service.
• Identify recurring customer questions, quoting errors, order quality issues, and workflow improvements and share observations with the manager.
• Meet agreed department standards for quote accuracy and turnaround, communication, activity, data accuracy, productivity, and follow-through.
• Perform other related duties as assigned.

Required Qualifications

• At least 1 year of experience in customer service, product quoting, call center operations, order quality control, sales support, or an administrative role preferred.
• Strong verbal and written communication skills and a professional telephone presence.
• Good listening, questioning, and problem-solving skills.
• Strong attention to detail and the ability to prepare accurate quotes and verify order information.
• Ability to manage multiple tasks, prioritize work, and maintain composure in a fast-paced environment.
• Comfortable using a CRM system and entering information into business software.
• Proficiency with Microsoft Outlook, Word, and Excel.
• Mechanical aptitude or the ability and willingness to learn technical products and applications.
• A customer-focused, team-oriented approach and a willingness to learn.

Performance will be evaluated against established departmental goals and may include:

• Quote accuracy, completeness, and turnaround time.
• Order quality control accuracy and timely communication of discrepancies.
• Customer communication quality, professionalism, responsiveness, and quote follow-up.
• CRM data accuracy and documentation quality.
• Productivity and timely completion of assigned work.
• Appropriate product recommendations and identification of sales opportunities.
• Teamwork, reliability, and adherence to established procedures.

Compensation

• Hourly position. Any additional incentive or compensation programs will be communicated separately, if applicable.

Physical and Work Requirements

• Full-time, on-site position, generally 40 hours per week.
• Frequent use of a computer, CRM, business systems, and telephone throughout the workday.
• Primarily desk-based work, including extended periods of sitting.
• Ability to lift up to 25 pounds, as needed.

Other Duties as assigned 

Monday-Friday 7:30am-4pm