What are the responsibilities and job description for the Customer Support Representative position at PERRONE?
Company Description PERRONE, an INSPERIAL company, is a leading designer and fabricator of performance leathers and textiles for the transportation industry. The company focuses on research, development, and advanced manufacturing processes to deliver cost-effective, sustainable interior soft goods, including Featherweight™ Leather and EnduraLite™ ultra-lightweight alternatives. PERRONE is a preferred supplier of Alcantara® for commercial and corporate aviation and uses laser-guided, water-jet cutting technology to ensure precise, quality-inspected dress-cover kits. Its division, All Leather Maintenance (ALM), operates the world’s largest and most advanced FAA/EASA Part 145 approved leather repair station, refurbishing and repairing leather dress covers to extend product lifecycle. Together, PERRONE and ALM provide integrated solutions from hide-to-cover production through maintenance and repair.
Role Description The Customer Support Representative is a full-time, on-site role based in Fultonville, NY. This position is responsible for responding to customer inquiries, resolving issues related to orders, products, and services, and maintaining accurate records of interactions in company systems. The role includes troubleshooting basic product and service concerns, coordinating with internal teams such as production and logistics, and following up to ensure timely resolution. The representative will work to uphold high levels of customer satisfaction by providing clear, professional communication and support across phone, email, and other channels. This role also contributes to continuous improvement by identifying recurring issues and sharing feedback that helps refine processes and customer-facing documentation.
Qualifications
- Customer Support and Customer Service skills to handle inquiries, escalate issues appropriately, and provide consistent, high-quality assistance.
- Customer Satisfaction focus to build positive relationships, manage expectations, and ensure a strong service experience.
- Communication skills, including clear verbal and written communication, active listening, and professional interaction with diverse stakeholders.
- Troubleshooting abilities to investigate concerns, analyze basic issues, and guide customers through practical solutions.
- Ability to work on-site in Fultonville, NY, with reliability and punctuality.
- Strong organizational skills and attention to detail for documenting cases, updating records, and following standard procedures.
- Comfort using CRM systems, ticketing tools, and standard office software; prior experience in a manufacturing or transportation-related environment is a plus.
- High school diploma or equivalent required; additional education or training in customer service or related fields is beneficial.