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/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.

We Make it Easy

Founded in 1901, MRA is a nonprofit employer association that serves more than 4,000 employers, covering more than one million employees.

As one of the largest employer associations in the nation, MRA helps its member organizations thrive by offering the most comprehensive assortment of HR services, information, education, and resources to help build successful workplaces and a powerful workforce.

We partner with these companies working directly with their HR department and leadership to hire their talent. We are a direct line to the company, not an agency recruiter.