Customer Service Representative

Job Description

Job Description

Customer Service Representative

Location: Rochester, NY

Salary: $21-26 per hour

Reports To: Sales Manager

Work Type: In Office

Framing Technology Inc. is looking for a motivated, organized, and customer-focused Customer Service Representative to join our team.

In this role, you will serve as a primary point of contact for customers and support them throughout the quoting and order process. You’ll answer questions, prepare quotes and sales orders, maintain accurate order information, and work closely with Sales, Engineering, Production, Purchasing, and Shipping to help ensure customer needs and deadlines are met.

This is a great opportunity for someone who enjoys working with people, solving problems, staying organized, and learning how different parts of a business work together to serve customers.

What You'll Do

• Serve as a primary point of contact for customers by phone, email, and in person.

• Respond promptly and professionally to customer questions, requests, concerns, and order-related inquiries.

• Provide accurate information regarding orders, pricing, product availability, lead times, shipping, and other relevant details.

• Prepare and process customer quotes and sales orders accurately.

• Follow up on open quotes, orders, and customer requests to help ensure timely communication and resolution.

• Create and maintain accurate order and job documentation for Engineering, Production, Purchasing, and Shipping.

• Coordinate with Sales and Engineering on customer projects, including material requirements, documentation, design information, and deadlines.

• Work with internal teams to resolve order issues, changes, discrepancies, and other customer-impacting concerns.

• Process customer returns and assist with resolving customer concerns in a timely and professional manner.

• Maintain accurate customer and order information in the company ERP and other systems.

• Support Account Executives and the Sales Manager by providing reliable customer and order information.

• Identify opportunities to improve the customer experience, streamline processes, and support repeat business and account growth.

• Assist other departments and team members as needed to support company goals.

What We're Looking For

• Strong customer service and communication skills with a professional, helpful, and solutions-oriented approach.

• Strong organizational skills and the ability to prioritize work and meet deadlines in a fast-paced environment.

• Excellent problem-solving skills and the ability to follow issues through to resolution.

• Strong attention to detail and accurate record-keeping.

• Strong interpersonal skills and the ability to communicate effectively with customers and employees across multiple departments.

• Ability to work independently while also working effectively as part of a team.

• Initiative and a willingness to recognize what needs to be done and assist others when needed.

• Willingness to learn Framing Tech’s products, processes, systems, and customer applications.

• Ability to learn and use company software, ERP systems, and cloud-based applications.

• A 2- or 4-year degree is preferred but not required.

Growth & Career Development

Framing Tech is committed to developing employees and providing opportunities for growth.

This position provides a strong foundation in customer service, sales support, products, business processes, and ERP systems. As you build your knowledge, skills, and experience, there may be opportunities to take on additional responsibilities and pursue roles with greater responsibility within Customer Service, Sales, Account Management, or other areas of the business.

Career advancement is based on performance, demonstrated capabilities, initiative, business needs, and available opportunities.

Benefits

• 40 hours of sick time available to start (pro-rated depending on start date).
• 80 hours of vacation; accrual basis and available to use after 90-day introductory period.
• Company-paid high-deductible medical insurance. Additional plans are available for purchase with company contributions.
• Company-paid dental insurance.
• Vision insurance available for a low weekly deduction.
• 4% 401K match
• Company-paid short-term disability (in addition to state STD) and life insurance. Additional life insurance above company plan offered at a low cost.

About Us

Framing Technology designs and manufactures custom aluminum extrusion framing systems, machine guarding, workstations, automation equipment, and custom assemblies for manufacturers throughout North America. As a growing company, we pride ourselves on delivering high-quality solutions while maintaining the flexibility and responsiveness of a close-knit team. Our employees have the opportunity to work directly with leadership, contribute new ideas, and make a visible impact on the company's success.

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