Customer Service Representative

POSITION DESCRIPTION:

The Customer Service position serves as the primary point of contact for customers, managing the full order-fulfillment process from initial inquiry through delivery. This role requires strong customer focus, clear and effective communication, and close collaboration with internal departments. We’re seeking candidates who excel in day-to-day responsibilities while proactively identifying ways to improve the customer experience. The environment is variable-paced, with frequent urgency and short turnarounds, so candidates must be comfortable shifting gears, managing changing priorities, and responding decisively to time-sensitive demands. Adaptability and responsiveness are essential for success in this role.

APPLICATION INSTRUCTIONS:

To apply, please submit a resume and cover letter. Applications missing any of these components will not be considered. References will be required at a later stage.

RESPONSIBILITIES (Include, but are not limited to):

• Customer Engagement: Act as the main liaison with customers, handling inquiries related to product information, order status, returns, shipping damage, and customer feedback.
• Order Management: Process and manage customer orders, ensuring accuracy, efficiency, and timely fulfillment while maintaining clear communication with relevant departments.
• Problem Resolution: Collaborate with internal departments to resolve issues related to order fulfillment, product quality, and complex orders.
• Customer Account Management: Update customer accounts with relevant information, track open order status to proactively report changes, and cooperate with business development to share new products and market opportunities.
• Documentation & Reporting: Maintain accurate records of customer interactions, complaints, and service-related issues.

REQUIRED QUALIFICATIONS:

• Experience: Minimum 3 years in a customer service role, including order entry and customer account management, preferably in a variable-paced product manufacturing environment.
• Technical Proficiency: Demonstrated ability to understand and use software systems. Preferred experience with ERP (e.g., Sage), CRM (e.g., Sugar), and Microsoft Office 365 tools (e.g., Outlook, Excel, Teams) in a collaborative work environment.
• Communication & Collaboration: Strong verbal and written communication skills, with the ability to build positive relationships with internal and external stakeholders.
• Detail-Oriented & Organized: Exceptional attention to detail, with strong organizational and multitasking abilities.
• Problem-Solving Mindset: Ability to troubleshoot and resolve issues promptly and effectively.
• Work Ethic & Professionalism: Reliable, punctual, and committed to maintaining a neat and professional workspace.

WORK ENVIRONMENT: This is an in-office role, as we believe the Customer Service team performs most effectively in a collaborative office environment. Most communication is via email, with daily phone interactions.

PAY: $48,000.00 - $58,000.00 per year

BENEFITS:

• Individual medical insurance (100% employer funded)
• Retirement plan (5% employer contribution)
• Medical expense reimbursement ($1,000/year out-of-pocket expenses)
• Paid time off

COMPANY OVERVIEW:

Founded in 1959, Astro Chemical is a small, established manufacturer with a long track record and a global customer base. Our specialized products include coatings, adhesives, and potting/encapsulation systems used in electrical, composite, and general industrial applications. While proud of our legacy, we are passionate about expanding our reach and innovating for the future. Join a company that’s both rooted in tradition and looking toward growth.