Industrial Customer Support Representative

About Polar Products Inc.

Founded in 1984 and proudly based in Stow, Ohio, Polar Products Inc. is a small, family-owned manufacturing company specializing in professional-quality hot and cold therapy products, body cooling vests, cold-water immersion systems, and more.

We take great pride in the quality of our products, the integrity of our work, and the relationships we build with our customers. We’re currently seeking a dedicated individual who shares our commitment to exceptional customer care and attention to detail.

In this role, you’ll provide technical assistance to customers regarding our products and process customer orders with accuracy and professionalism — helping us maintain the outstanding level of service that has defined our business for over 40 years.

Role Description

• Customer Interaction & Support:
• Answer incoming phone calls and emails professionally, providing timely and accurate responses to inquiries.
• Assist customers with product selection, pricing, and order placement.
• Troubleshoot product-related concerns and provide guidance on proper usage.
• Address customer complaints or issues, ensuring a positive resolution while maintaining professionalism.
• Follow up with customers to confirm satisfaction and ensure any issues are fully resolved.
• Order Processing & Data Management:
• Accurately enter and update customer orders in QuickBooks, ensuring correct pricing, product selection, and shipping details.
• Verify order details before submission to prevent errors and delays in production.
• Process order modifications, returns, exchanges, and refunds in compliance with company policies.
• Coordinate with the production and shipping teams to meet delivery timelines.
• Internal Communication & Coordination:
• Work closely with the sales, production, and factory teams to ensure smooth order fulfillment.
• Communicate customer requests, special instructions, or urgent orders to the relevant departments.
• Assist in tracking orders and resolving any shipping delays or issues.
• Administrative & Clerical Tasks:
• Maintain organized records of customer interactions, transactions, and correspondence.
• Handle data entry, filing, and general office administrative duties.
• Keep product and pricing information up to date for accurate customer assistance.
• Product & Policy Knowledge:
• Understand company policies, warranty terms, and return procedures to communicate them effectively to customers.
• Educate customers on the proper use and maintenance of products.
• Problem-Solving & Conflict Resolution:
• Address customer complaints with a calm and professional approach.
• Identify the root cause of issues and provide appropriate solutions.

Qualifications

• 2 years of customer service experience.
• Strong phone and active listening skills with a customer-first approach.
• Excellent verbal and written communication skills.
• Detail-oriented with strong organizational skills and accuracy in data entry.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Skilled in conflict resolution with a calm and professional demeanor.
• Proficient in Microsoft Word, Excel, and QuickBooks (or similar software).
• Comfortable making independent decisions and problem-solving.
• Must be punctual and reliable—consistent attendance is a requirement.
• Ability to work overtime when necessary.

Why Join Us?

• Competitive Pay: $23-$26 per hour.
• Medical, Dental Insurance
• 401(k) Matching
• Paid Time Off (Holidays & Vacation Days)
• Annual Bonus Opportunities
• Stable, Monday-Friday Schedule (No weekends or late nights).