Customer Service Representative & Order Processor

Customer Service Representative (CSR) & Order Processor

Markertek, a division of Tower Products Incorporated, is a highly specialized broadcast and professional audio supply house serving the technical side of the media industry worldwide. Our customers include many of the most respected names in video production: NBC, Netflix, the NFL, and countless others.

Joining Markertek means becoming part of a collaborative, customer-focused team that supports the professionals shaping today's media.

Position Overview:

We are seeking a Customer Service Representative (CSR) & Order Processor to join our growing team. This role offers full training and a clear path for professional growth. Success in this position is driven by a responsive, responsible, and "can-do" attitude, the same attitude our customers rely on every day.

As a CSR, you will serve as a primary point of contact for our customers while building a strong foundation for a long-term career at Markertek. Through training and cross-departmental collaboration, you will gain exposure to many areas of the business, including sales, marketing, purchasing, manufacturing, shipping, and accounting.

What You'll Learn and Do:

• Understand how Markertek generates revenue and operates profitably
• Serve as a first point of contact for customer inquiries via phone, email, chat, and web
• Qualify customers and guide them to the appropriate internal resources
• Manage assigned customer transactions from inquiry through resolution
• Prioritize and multitask effectively across multiple communication channels
• Continuously develop technical knowledge of our products, industry, and markets
• Begin building relationships with vendors and business partners
• Contribute to a supportive, team-oriented environment built on trust and collaboration

Key Responsibilities:

• Be prepared and ready to work at the start of your scheduled shift
• Handle and qualify inbound communications, including phone calls, sales emails, and live chats
• Assist customers with:
  • Standard pricing and product availability
  • Order and purchase order status
  • Returns and RMA processing
  • General inquiries (directions, operational questions, etc.)
  • Basic shipping quotes
  • Entry-level product recommendations based on knowledge level
• Perform basic order entry accurately and efficiently
• Route calls and inquiries to appropriate departments as needed
• Troubleshoot and report website issues
• Process tax certificates, credit applications, and catalog requests
• Manage live chat interactions (escalating technical inquiries when required)
• Handle all returns for unassigned accounts and web orders, including follow-up
• Support unassigned web orders with customer communication and follow-up
• Enter and manage Kanban rush orders
• Maintain and manage customer contact records (add, edit, activate/deactivate)
• Become fluent in all aspects of order entry systems
• Understand and adhere to the Employee Manual and Core Values

Skills and Qualifications:

• Strong empathy and customer-first mindset
• Ability to adapt and remain flexible in a fast-paced environment
• Calm, clear-headed approach to problem-solving
• Excellent verbal and written communication skills
• Proven active listening and interpersonal skills
• Strong organizational, prioritization, and multitasking abilities
• Proficiency with:
  • Order entry and order status systems
  • Stock and availability checks
  • Microsoft Office (email, Word, inbox management)
• Ability to communicate professionally with customers, vendors, and team members
• Comfortable navigating websites and third-party tools for shipping, order tracking, and product research
• Strong documentation habits and appreciation for efficiency
• Intermediate understanding of the Markertek website and ability to assist customers through product selection and checkout
• Professional demeanor in person, over the phone, and in writing

Competitive Benefits Include:

• Medical, dental, and vision insurance
• Life insurance
• Paid time off
• 401(k) retirement plan
• Profit-sharing bonus program
• Employee Stock Ownership Plan (ESOP)

Additional Information:

Tower Products Incorporated 100% Employee-Owned Located in Saugerties, NY Equal Opportunity Employer (EOE)

This job description is not intended to be an exhaustive list of duties or responsibilities. Duties, responsibilities, and activities may change at any time with or without notice.

Mon - Fri, 8:30am - 5:00pm Full-time, 40 hours a week, In-house