Customer Service Representative

Join a Small, Employee-Owned Company

Laminate Technologies is a small, employee-owned company through an Employee Stock Ownership Plan (ESOP). Our size allows employees to have a direct impact on the success of the company and work closely with customers and team members across the organization.

We are looking for an experienced Customer Service Representative (CSR) to join our Gallatin, TN team. This position plays an important role in connecting our customers with our Sales, Manufacturing, Scheduling, Quality, Purchasing, and Accounting teams.

If you enjoy building customer relationships, solving problems, staying organized, and being part of a team where your work makes a difference, we'd like to hear from you.

About the Position

The CSR is the primary advocate for assigned customers and is responsible for managing customer orders from entry through delivery. This includes coordinating with internal departments, monitoring inventory and order status, proactively communicating potential issues, and helping resolve customer concerns.

The ideal candidate is organized, detail-oriented, responsive, and comfortable managing multiple priorities in a fast-paced manufacturing environment.

What You'll Do

• Serve as the primary point of contact and advocate for assigned customers.
• Enter and manage customer sales orders accurately and efficiently.
• Review inventory availability and communicate potential stock or production issues.
• Coordinate with Sales, Scheduling, Manufacturing, Quality, Purchasing, and Accounting to resolve customer and order issues.
• Monitor open orders and proactively communicate potential delays that may impact customer deliveries.
• Maintain accurate order, customer interaction, complaint, and delivery records.
• Research customer complaints and discrepancies and coordinate appropriate resolutions.
• Manage customer complaints through resolution while maintaining professional customer relationships.
• Create jobs, prepare bills and reports, and manage delivery documentation.
• Build and maintain stock codes, customer stock-code links, and related product information.
• Update customer pricing and assist with contract pricing.
• Support Sales with customer requests, quoting, samples, and trial materials.
• Coordinate quality-related customer issues and help ensure timely resolution.
• Assist with credit/debit memo processes when needed.
• Maintain open-order and on-time-delivery information and follow up on issues affecting customer delivery performance.
• Communicate with customers regarding order status, potential delays, and other issues affecting their orders.
• Crosstrain on other office functions to provide coverage and support as needed.
• Perform other duties and responsibilities as assigned.