Customer Service Representative (Metro)

POSITION SUMMARY

The Customer Service Representative plays a key role in supporting our customers by managing daily inquiries, coordinating orders and documentation, and ensuring the accurate and timely delivery of products and information. This position combines relationship management, technical guidance, and cross‑functional coordination to effectively support customer operations. Your strong communication skills, attention to detail, technical aptitude, and the ability to build relationships while navigating complex customer needs and internal processes will be an asset to our organization where teamwork and integrity are valued.

*This is a hybrid role with a requirement of 4 days per week in office at our Delaware, Ohio location.

WHAT YOU WILL DO:

• Serve as the primary point of contact for customer inquiries related to pricing, product availability, orders, contracts, and returns.
• Build strong relationships with customers by understanding their operational needs, product usage, and purchasing trends.
• Assist with bids and proposals by reviewing requirements, gathering documentation, and coordinating internal approvals.
• Support ongoing contract management, including tracking contract items, profitability, and escalations.
• Provide basic technical assistance using product manuals, engineering drawings, and internal resources to help customers identify the correct parts or solutions.
• Recommend alternative or compatible products when appropriate.
• Monitor open orders and work with internal teams to resolve discrepancies, including pricing, quantities, lead times and delays.
• Coordinate key customer processes including quote preparation, returns, and required documentation.
• Maintain accurate customer, product, and pricing information in the ERP system by completing data updates and supporting system requests.
• Drive continuous improvement efforts to enhance customer experience, streamline processes, and support business goals.
• Attend tradeshows as required.
• 10% travel required.