Customer Service Representative

C.H. Thompson is currently seeking a highly organized and customer-focused Customer Service Representative to manage front-line communication with our customers. This role is responsible for answering phones, responding to emails, and assisting customers at our shipping/receiving office window. The ideal candidate will be proactive, detail-oriented, and able to manage multiple priorities in a fast-paced environment.

About Us

C.H. Thompson is a premier one-stop-shop for all of your finishing needs. Our continuous focus on improving quality and increasing productivity has made CH Thompson Finishing a leader in the industry.

We offer several services including anodizing, painting, powder coating, intricate masking and silk screening, allowing us to provide multiple finishes on individual parts. We service a multitude of industries including; aerospace, agricultural, automotive, computer, electronics, household, industrial, medical and military. Our customer base ranges from small privately owned machine shops to top Fortune 500 companies such as Lockheed Martin, General Dynamics and BAE Systems.

We are also proud to be ISO 9001:2015, AS9100D and NADCAP certified!

Position Overview

Customer Communication & Support

• Answer incoming phone calls and respond to customer emails in a timely, professional, and courteous manner.
• Greet and assist customers at the shipping/receiving office window, ensuring a positive in-person experience.
• Serve as the primary liaison for all customer correspondence, ensuring customers receive prompt and accurate information.
• Address customer complaints and issues, resolving standard inquiries independently or escalating complex issues to the appropriate team members in a timely manner.
• Document customer interactions, questions, and requests; ensure proper follow-up and resolution.
• Develop strong relationships with key customers, ensuring their needs are met promptly.
• Collaborate with sales, production, and quality control teams to ensure all aspects of the customer experience, from order entry to fulfillment, are seamless and efficient.
  
  

Order Management & Coordination

• Assist with order entry, ensuring accuracy of customer data, product details, and delivery requirements.
• Monitor order status and coordinate with production, shipping, and management teams to ensure timely fulfillment.
• Communicate expected ship dates, delivery statuses, and any changes or delays to customers proactively.
  
  

On-Time Delivery & Internal Collaboration

• Track upcoming due dates and customer promise dates; proactively notify internal teams to ensure commitments are met.
• Escalate issues to the appropriate department or management when delays or concerns arise.
• Work closely with management to address customer questions, concerns, and complaints in a timely and professional manner.
  
  

Shipping & Receiving Oversight

• Oversee daily shipping and receiving activities to ensure efficient flow of materials and finished goods.
• Prepare shipping documentation (packing slips, labels, BOLs, etc.) and ensure accuracy of outbound shipments.
• Verify incoming shipments against purchase orders; ensure materials are entered into systems accurately and routed appropriately.
• Maintain shipping/receiving records and ensure documentation is organized and accessible.
  
  

General Administrative Responsibilities

• Maintain a clean, organized, and professional customer-facing area at the shipping/receiving window.
• Support continuous improvement efforts to enhance customer experience and internal processes.
• Perform other duties as assigned to support customer satisfaction and operational efficiency.
  
  

Qualifications

• Attention to Detail: Keen eye for detail and accuracy.
• Ability to Multi-task: Must be able to multi-task and work efficiently in a fast-paced environment.
• Organization: Exceptional organizational skills - able to prioritize tasks, manage competing deadlines, and maintain accurate documentation.
• Communication: Strong verbal and written communication skills, excellent communication and interpersonal abilities. Positive attitude and a proactive approach to problem-solving.
• Problem-Solving: Ability to identify issues and recommend solutions in a professional way. Strong conflict resolution skills. Ability to work under pressure and handle challenging situations.
  
  

Shift

• Monday-Thursday 6:30am-3:30pm
• Fridays 6:30am – 12:30pm
  
  

Total Compensation Package

• Wage
• $23.00 - $28.00 per hour.
• Compensation depends on the selected candidate's experience.
• Benefits - We recognize the value of a comprehensive benefits package and work vigorously to ensure our package meets the needs of our employees and their families. Eligible employees can elect and participate in variety of benefits including:
• Paid Holidays
• PTO Time
• 401 (k) Retirement Plan with Company Match
• Medical, Dental & Vision Insurance
• Employee Assistance Program (EAP)
• Health Savings Account (HSA)
• Company Paid Life Insurance
• Voluntary Insurance Benefits including Disability Insurance, Accident Insurance, Cancer Insurance, Critical Illness Insurance, Hospital Indemnity Insurance and Life Insurance
• Free Fountain Soda Machine On-site!
  

C.H. Thompson is an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.