Senior Customer Service Representative

Why Scott Safety

At Scott Safety, the work we do serves those who rely on our equipment to help keep them safe when it matters most. Across our business, our people turn expertise, innovation, and strong execution into products and experiences customers can depend on. Whatever your function, your contribution helps us serve customers and advance that purpose.

The Impact You Will Make

As Senior Customer Service Representative, you will serve as a critical connection between our customers and the business, helping ensure orders are processed accurately, customer needs are addressed promptly, and issues are resolved efficiently. This role plays a key part in delivering a positive customer experience while partnering closely with Sales, Supply Chain, Logistics, and Customer Operations teams to support order fulfillment, product availability, and customer satisfaction. Success in this role requires strong problem-solving skills, attention to detail, and the ability to navigate complex customer and operational requests in a fast-paced environment.

• Serve as the primary point of contact for assigned customers, building trusted relationships and ensuring timely, professional support across multiple communication channels.
• Manage customer orders from entry through delivery, coordinating with internal teams to address questions related to order status, pricing, shipping, inventory availability, and fulfillment activities.
• Investigate and resolve customer inquiries and moderately complex issues, identifying practical solutions that balance customer needs with business requirements.
• Partner closely with Supply Chain, Logistics, Sales, and Customer Operations teams to ensure seamless execution of customer requirements and proactive communication regarding potential disruptions.
• Support import and export activities by adhering to applicable trade compliance requirements, documentation standards, and regulatory guidelines.
• Maintain accurate customer, order, and transactional records while leveraging company systems and processes to support efficient operations and service excellence.

Qualifications

Minimum

• High school diploma or equivalent required.
• 3+ years of customer service, customer operations, order management, inside sales support, or related experience in a manufacturing, industrial, distribution, or business-to-business environment.
• Experience managing customer orders and resolving customer issues in an ERP, CRM, or order management system.
• Strong verbal and written communication skills with the ability to effectively interact with customers and cross-functional partners.
• Demonstrated ability to manage multiple priorities while maintaining accuracy and attention to detail.
• Proficiency with Microsoft Office Suite, including Outlook, Excel, and Word.
• Ability to work independently while exercising sound judgment in resolving customer concerns.

Preferred

• Associate’s Degree or higher.
• Experience supporting customers in a manufacturing, safety products, industrial, or regulated business environment.
• Familiarity with import/export processes, international shipping documentation, and trade compliance requirements.
• Experience working with ERP platforms such as SAP, Oracle, JD Edwards, or similar systems.
• Experience working with CRM platforms such as SalesForce
• Knowledge of order-to-cash processes, logistics coordination, and inventory management practices.
• Proven ability to manage more complex customer accounts and navigate cross-functional issue resolution.

Working Conditions & Essential Job Requirements

• Physical Requirements: Ability to work at a computer for extended periods, communicate effectively with cross-functional teams, and occasionally travel or move throughout office, engineering, manufacturing, or customer-site environments. Must be able to perform essential job functions with or without reasonable accommodation.
• Work Environment: This role is required to work on-site at the Monroe, NC facility and is not a remote role.
• Travel: Less than 5%
• Other: Must be authorized to work in the country of employment without current or future employer sponsorship.

Compensation & Benefits

At Scott Safety, we value our employees and are committed to providing a comprehensive benefits package that goes beyond just a paycheck. We believe that taking care of our team members is essential to fostering a healthy and motivated workforce. When you join Scott Safety, you can expect a wide range of benefits designed to enhance your being and support your career growth. Here are some of the benefits you can look forward to:

• Medical & Dental Insurance
• 401(k) with Company Match
• Company Paid Holidays + Personal Holidays
• Vacation Days
• Bereavement & Caregiver Leave
• Employee Assistance Program (EAP)
• Employee Discount Program
• Tax Advantaged Account (HSA)
• Paid Parental Leave
• Company Paid Basic Life/AD&D Insurance
• And more!

Scott Safety is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.