Customer Service Representative

Overall Purpose:The Customer Service Representative is responsible for ensuring customer needs and expectations can be met with Hydraflow resources. The Customer Service Representative must actively communicate with customers, production, and quality to ensure customer needs and expectations are managed and met in a timely and accurate manner. Essential Duties & Responsibilities: Create and process quotations Review and process purchase orders Assist with answering phones Provide information regarding products and services, billing, repair, and collections and respond to other types of inquiries Receive and manage calls and emails from customers Respond to inquiries regarding pricing, products, and Hydraflow policies Provide order processing data entry for requests from customers to place and manage orders, provide pricing and delivery information, and additional requests, by phone, fax, email, and EDI transactions Perform proactive follow up with other Customer Service members to ensure efficient resolution of customer requests through collaboration and effective teamwork Comply with Customer Service policies and procedures Adhere to 5S Standards Adhere to all company policies and procedures, including, but not limited to, policies for attendance and punctuality and standards for safety Act as a liaison between customers and internal departments to solve any customer challenges Other Duties: Other duties based on the needs of the Customer Service DepartmentThe preceding functions have been provided as examples of the type of work performed by employees assigned to this job classification. Management reserves the right to add, modify, change or rescind work assignments and to make reasonable accommodations as needed.Qualification Requirements: High School diploma Bachelor’s Degree preferred 2+ years of customer service or supply chain experience either by phone or in person Must demonstrate excellent database skills, including the ability to enter customer information and orders accurately and to navigate through multiple screens Must demonstrate strong oral and written communication skills Extremely detail-oriented Able to work collaboratively in a team environment Possess a customer-centric commitment to build and maintain customer relationships Demonstrate exceptional problem solving and organizational skills Display energy, self-motivation and quick-thinking skills with positive attitude Strong computer skills with Microsoft-based software, especially Excel and Word Ability to read and comprehend instructions, correspondence, terms and conditions, quality requirements, and memos Ability to write simple correspondence Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization Ability to communicate clearly and effectively Effective retention skills Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals Ability to compute rate, ratio, and percent Fluent in English (can read, speak, write and understand) Must be a US Person (US Citizen or Permanent Resident)Physical Demands: While performing duties of the job, the employee is regularly required to: Sit Use hands and fingers to handle, type or feel Reach with hands and arms Speak or hear While performing duties of the job, the employee is occasionally required to: Stand Walk Work Environment:Office environmentMust be US Persons based on ITAR definition (US Citizen or Permanent Resident).*This position is expected to be exposed to information which is subject to US export control regulations, i.e. the International Traffic in Arms Regulations (ITAR) or the Export Administration Regulations (EAR).All Applicants must be U.S. persons within the meaning of U.S. regulations.

Created: 2025-09-30