Customer Support Representative

Title: Customer Support Representative
Department: Customer Support
Reports To: Manager, Customer Support
FLSA Status: Non-Exempt

Position Summary

The Customer Support Representative partners closely with Sales, Production, and customers to manage orders from entry through delivery and billing. This role ensures accurate order processing, clear communication, and a seamless customer experience throughout the production lifecycle.

Key Responsibilities

• Partner with Sales to understand customer needs, priorities, and account strategies
• Serve as a primary liaison between customers, sales, production, and external vendors
• Manage end-to-end order processing, including:
  • Gathering and verifying order details
  • Entering new and repeat orders into the ERP system
  • Communicating product specifications and requirements
  • Monitoring production schedules and providing status updates
  • Tracking orders through delivery and invoicing
• Monitor customer inventory levels and recommend reorder timing to Sales
• Coordinate with external vendors on pricing, timelines, and order requirements
• Support resolution of customer service and quality concerns by gathering data, samples, and coordinating with internal teams
• Participate in occasional customer visits as needed
• Perform other duties as assigned

Qualifications

• Proficiency in Microsoft Office (Excel, Outlook, Word)
• Strong communication, organization, and problem-solving skills
• High attention to detail and accuracy
• Ability to work both independently and collaboratively in a fast-paced environment

Education & Experience

• High school diploma or GED required; associate or bachelor’s degree preferred
• 1 years of customer service, sales support, or administrative experience
• Experience with ERP systems is a plus

Physical Requirements

• Prolonged periods of sitting and working at a computer
• Occasional use of hands for typing, handling documents, and operating office equipment
• Ability to communicate effectively (talk and hear)

Tension is an equal opportunity employer. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.