Customer Service Associate

Customer Service Representative

Location: Telford, PA Company: Quality Lab Accessories

About Us

Quality Lab Accessories (QLA) is a trusted provider of laboratory equipment and solutions. We pride ourselves on delivering quality, customer satisfaction, integrity, teamwork, and community in everything we do.

Position Summary

We are seeking a Customer Service Representative to process customer orders and provide exceptional service from order receipt through delivery. This role requires accurate order entry, strong communication with customers and internal teams, and the ability to manage multiple priorities while maintaining professionalism and service excellence.

Key Responsibilities

• Enter and coordinate customer orders with accuracy and attention to detail.
• Review pricing, part numbers, quantities, delivery schedules, and shipping terms.
• Communicate with sales teams and customers to confirm order details and provide updates.
• Create work orders to initiate production and coordinate with Operations, Manufacturing, Engineering, Inventory, and Shipping.
• Manage order changes, urgent requests, and special handling needs.
• Respond to customer inquiries via phone and email with a professional and helpful approach.
• Process returns (RMAs) and ensure accurate documentation.
• Assist with projects, pricing lists, and website updates.
• Support marketing and social media initiatives (Photoshop experience a plus).

Qualifications

• High School Diploma or GED required; Associate's or Bachelor's degree preferred.
• 13 years of customer service experience (manufacturing or product-based environment preferred).
• Strong communication skills, both written and verbal.
• Proficient in Microsoft Office; ability to learn company-specific systems.
• Organized, detail-oriented, and able to multitask effectively.
• Customer-focused problem solver.
• Experience with order processing and inventory concepts is a plus.

Physical Requirements

• Frequent sitting, phone work, and computer use.
• Ability to lift up to 20 lbs occasionally (product samples or materials).
• Occasional visits to shop floor (safety glasses and closed-toe shoes required).

Why Join Us?

At QLA, you'll work in a collaborative environment where quality, teamwork, and integrity are at the heart of what we do. You'll be a key part of ensuring customers receive the best experience possible while growing your own skills and career.