Customer Service Rep II

The Customer Service Representative II role is a detail-oriented, customer-focused position responsible for supporting end-to-end service operations, including order management, shipping coordination, sales support, and administrative assistance related to government contracts. This role operates in a fast-paced environment, requires effective communication across multiple departments, and plays a key part in maintaining strong, ongoing customer relationships.

8:30am to 5pm Monday to Friday.

$26/hr - $31/hr

Essential Functions & Responsibilities:

• Serve as the primary contact for customer inquiries, quotes, sales orders, and shipment updates.
• Process customer orders and maintain accurate account and order records.
• Coordinate with production, logistics, sales, and accounting teams to ensure timely delivery and customer satisfaction.
• Resolve customer complaints and provide timely follow-up and corrective action.
• Prepare quotes, freight quotes, shipping documents, certifications, and related paperwork.
• Support government contracts administration including bid portals, reporting, compliance tracking, invoices, and documentation.
• Maintain sample requests and assist with sample room organization and processes.
• Create daily and weekly sales reports and assist with internal reporting analysis.

Secondary Functions & Responsibilities:

• Provide backup support for customer service team functions and reception coverage as needed.
• Participate in production meetings and assist with follow-up on open orders and shipping schedules.
• Assist with inside sales follow-up and outreach to inactive customers.
• Support SOPs, Lean, 5S, and safety initiatives.
• Cross-train to support multiple divisions and customer service functions as needed.
• Perform additional duties and special projects assigned by management.