Customer Service Representative

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Location: Turners Falls, MA
Type: Full Time
Department: Customer Service
Reports To: Customer Service Manager
Shifts: 1



Reporting to the Customer Service Manager, this position is responsible for providing customer service on key accounts including order entry, purchase order entry, vendor and customer follow up. This CSR interacts closely with Sales, Scheduling, Shipping, Billing and the customer to ensure we meet the customer’s needs.

Job Description


  • Respond promptly to customer inquiries, take customer orders, enter edit for price and product orders, and enter them into the system
  • Communicate directly with customers and distribution partners to answer questions, solve problems, and resolve complaints via telephone, email, or face to face
  • Inform customers of pricing, shipping date, anticipated delays, and any other additional information needed by the customer
  • Follow up on orders to ensure delivery by specified dates
  • Keep records of customer orders, interactions and transactions
  • Confer with production, shipping, warehouse, or carrier to expedite or trace missing or delayed shipments
  • Answer any incoming questions from customers regarding product and direct them to the correct person of assistance
  • Work with Decorating Manager to coordinate printing schedules, and assist the graphic artist with administrative functions
  • Assist with data entry & price changes, as neede




  • High School diploma or equivalent
  • Manufacturing experience with a background in customer service
  • Ability to respond to customer requests and solve customer problems and issues relating to sales, quality, etc.
  • Ability to make sound business decisions based on past occurrences and feedback from key team members
  • Ability to maintain a professional attitude with all customers and guests
  • Good working knowledge of computer and general office equipment; basic math skills
  • Excellent communication and organizational skills, and exceptional attention to detail
  • Initiative and the ability to work independently, as well as recognizing when to ask for help when required