Customer Service Representative

Job Title: Customer Service Representative FLSA: Hourly, Non Exempt Location: Troy, Oh Department: Commercial Reporting to: Customer Service Manager Direct Reports: NO Hours: Monday - Friday 8:00am to 5:00pm Job Summary: The Customer Service Representative is responsible for ensuring that communication between Laminated Solutions plant, customer and account managers are maintained in a courteous, friendly, accurate and prompt manner. Processes orders with responsibility for order accuracy and productivity results. Receives and handles customer correspondence. Responsibilities: • Ensure good relationships are maintained between customers and Laminated Solutions. • Communicates any complaints, changes in ship dates, correspondence from customers etc. to the appropriate department(s). • Resolves customer complaints, pricing or quality. • Works with Account Managers and technical team on special projects, and supply information and advice on pricing, procedures and policies. • Maintains a daily report on incoming orders while ensuring that all orders are entered into the CRM system daily. • Process quotes and obtains raw material pricing. • Process requests for samples, brochures, and literature. • Provides support for Customer Service Manager. • Maintains VMI for top level accounts. QUALIFICATIONS: Required Skills, Education and Experience o Associate's degree (A.A.) from two-year college or equivalent experience required. o Five years manufacturing Customer Service experience; 3 years with 3 Sigma. o Problem Solving - Identifies and resolves problems in a timely manner. o Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments. o Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions. o Written Communication - Presents numerical data effectively. o Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently. o Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Follows through on commitments. o Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality. o Adaptability - Able to deal with frequent change, delays, or unexpected events. o Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent. o Dependability - Completes tasks on time or notifies appropriate person with an alternate plan. o Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Preferred Skills, Education & Experience: Customer Service Representative should have knowledge of CRM or Database software; Inventory software; Manufacturing software; Order processing systems; Spreadsheet software and Word Processing software. Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to sit, talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. Work Environment: Customer Service Representative work is performed in a fast-paced office setting with frequent interruptions. Duties may require sitting for long periods of time. The noise level in the work environment is usually low to moderate. Acknowledgement: I understand that I may be called upon to perform additional duties if the work is similar, related, or a logical assignment to the position. I have read and understand this job description, and I agree to perform such duties to the best of my ability.

Created: 2026-03-10