What are the responsibilities and job description for the Customer Service Representative position at Yale Cordage?
Customer Service Representative
Yale Cordage | Saco, Maine | On-Site | Monday–Friday
Who We Are
Founded in 1950 and headquartered in Saco, Maine, Yale Cordage is a leading designer and manufacturer of high-performance synthetic rope and rope systems. We engineer innovative, application-specific solutions for industries including utilities, marine, arboriculture, construction, defense, industrial lifting, and telecommunications.
At Yale Cordage, our success is built on quality, innovation, teamwork, and a commitment to serving our customers.
About the Role
We are seeking a Inside Sales Representative to join our team in Saco, Maine.
This position is ideal for someone who thrives in a fast-paced environment, enjoys managing multiple priorities, and takes pride in making sure customer requests are handled accurately, professionally, and completely.
As a Customer Service Representative, you will serve as a primary point of contact for customers, responding to questions, processing orders and quotes, resolving issues, and coordinating with internal teams to ensure customers receive accurate information and timely solutions.
You will work closely with departments including Sales, Production, Shipping, Engineering, and Quality, making strong communication, organization, and follow-through essential to success in this role.
What You'll Do
- Serve as a primary point of contact for customer inquiries through phone, email, and other communication channels.
- Process customer quotes, orders, and requests accurately and efficiently.
- Monitor open customer inquiries and proactively follow up to ensure timely resolution.
- Coordinate with Sales, Production, Shipping, Engineering, Quality, and other departments to provide customers with accurate information and updates.
- Maintain accurate customer and order information in ERP, CRM, and other business systems.
- Track order status, shipment schedules, and customer commitments to help ensure deadlines are met.
- Investigate and resolve customer concerns while maintaining a professional and positive customer experience.
- Review pricing, specifications, order details, documentation, and customer information for accuracy.
- Manage multiple priorities while maintaining a high level of accuracy and attention to detail.
- Identify potential issues before they impact the customer and proactively communicate solutions.
- Follow customer requests from initial contact through final resolution.
- Support the overall customer service and sales process as needed.
What We're Looking ForRequired Qualifications
- High school diploma or equivalent.
- Strong verbal and written communication skills.
- Excellent organizational and administrative skills.
- Strong attention to detail and accuracy.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong problem-solving and critical-thinking skills.
- Accurate data entry skills.
- Proficiency with Microsoft Office, including Outlook, Word, and Excel.
- Basic multi-line telephone system skills.
- Strong work ethic and commitment to providing excellent customer service.
Preferred Qualifications
- Two or more years of customer service experience.
- Experience working in a manufacturing or industrial environment.
- Familiarity with manufacturing processes and terminology.
- Experience using ERP and/or CRM systems.
- Experience processing customer orders, quotes, or sales-related documentation.
Work Schedule & Location
- Location: Saco, Maine
- Work Environment: On-site
- Schedule: Monday–Friday during normal business hours
- This position requires regular in-person collaboration with customers and internal teams across multiple departments.
Physical & Work Environment
This position is performed primarily in a standard office environment, with most of the workday spent seated and using a computer and telephone.
The position requires the ability to:
- Sit and work at a computer for extended periods.
- Use a computer terminal and keyboard to enter and manipulate information and complete forms.
- Communicate by telephone and email throughout the workday.
- Occasionally lift and carry items weighing up to 15 pounds.
- Perform occasional bending, twisting, reaching, or other routine office-related movements.
Why Join Yale Cordage?
At Yale Cordage, you'll have the opportunity to work with a team that designs and manufactures products used in critical applications across a wide range of industries. You'll collaborate across departments, build strong customer relationships, and play an important role in delivering high-quality products and service.
If you're organized, customer-focused, detail-oriented, and enjoy being the person who makes sure things get done, we'd like to hear from you.
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person