What are the responsibilities and job description for the Customer Service Representative position at Mearthane Products Corporation?
Mearthane Products Corporation (MPC), founded in 1965 and based in Cranston, RI, is a specialty designer of customized polyurethane product solutions. The company focuses on products with tailored conductivity, mechanical, and environmental properties for diverse industrial applications. MPC’s polymer scientists have earned multiple patents, demonstrating a strong track record of innovation. The organization maintains a robust R&D program dedicated to developing specialized formulations to meet precise customer requirements. Team members collaborate closely with customers across industries to deliver high-performance, engineered solutions.
Job Summary
The Customer Service Representative supports our manufacturing operations. Reporting to the Customer Service Supervisor, this role supports sales, production, and logistics by managing customer communications, processing orders, and ensuring timely and accurate fulfillment in a polyurethane manufacturing environment. The successful candidate will be highly organized, responsive, and competent in delivering excellent customer service while managing orders, inquiries, and internal coordination with production and scheduling teams. This position has growth opportunities within seven national locations.
Key Responsibilities
- Serve as the primary point of contact for customer inquiries via phone and email.
- Process customer orders accurately and in a timely manner.
- Provide customer with order status updates, pricing information and delivery timelines.
- Resolve customer issues professionally and efficiently; know when to escalate customer issues in a timely manner to the right resource.
- Coordinate with production, scheduling, shipping, and sales teams to ensure customer needs are met.
- Communicate with operations teams on customer commitments and changes related to lead times, pricing, delivery dates, and backorders.
- Maintain accurate customer records and documentation; follow best practices related to ERP system usage.
Required Qualifications
- Proven experience in customer service, preferably in a manufacturing or industrial environment.
- Ability to manage multiple priorities independently
- Strong organizational skills
- Excellent written and verbal communication skills
- High level of responsiveness and attention to detail
- Competence using CRM systems, ERP software, or order management tools
- Professional demeanor and customer-focused mindset
Education & Experience
- High School or associate’s degree
- 2-3 years of progressive customer service experience
Software Skills:
- Proficient in all Microsoft suite applications including Outlook/Teams, Word, Excel, as well as OneDrive, SharePoint and network locations
- Knowledge of general ERP system functionality.
Notes:
Salary is commensurate of education, years of experience, and market.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for the job. Duties, responsibilities, and activities may change at any time with or without notice.
MPC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.
MPC is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an email to kkilby@mearthane.com and let us know the nature of your request and your contact information.