Customer Service Associate

Who We Are: Ernst Instruments (formerly John C. Ernst) joined the Clark-Reliance® family in 2023. Ernst Instruments is a leader in the manufacture and distribution of engineered measurement solutions and process observation equipment for liquid and steam applications. Ernst Instruments is committed to delivering the best level and flow solutions to its customers.

Ernst Instruments and its sister company, GPImeters.com, provide a broad range of industrial process observation, measurement, and control products to customers in critical industries. For more than 50 years, Ernst Instruments has served as a premier manufacturer and distributor of process observation equipment, while GPImeters.com is an authorized stocking distributor of GPI and FLOMEC industrial flow meters, parts, and accessories. Based in Sparta, NJ, both companies combine a close-knit, collaborative culture with the resources and stability of the Clark-Reliance family.

In this role, you will support GPImeters.com customers, helping us deliver responsive service and reliable solutions. We invite dedicated professionals to join an environment where employee growth and customer satisfaction are at the core of everything we do.

What We’re Looking For: We are seeking a detail-oriented, customer-focused associate to enter customer orders, keep track of ship dates for vendor purchase orders and handle returns. The ideal candidate is organized, proactive, and able to manage multiple priorities while communicating clearly with customers, vendors and internal teams. Strong follow-through, accuracy, and problem-solving skills are essential.

Hours: In office, Monday- Friday 8:15am-5:00pm

Salary Range: from $20/hour

Customer Service Associate

Duties and Responsibilities:

• Serve as a professional first point of contact by answering incoming telephone calls promptly and courteously.
• Develop and maintain the product knowledge needed to answer routine customer questions and direct complex technical questions to the appropriate resource.
• Maintain accurate customer, quote, order, and related records in company systems.
• Provide pricing and availability for stock products that customers have already configured.
• Enter and process customer orders accurately and promptly, confirming that all required information is complete.
• Monitor shared email inboxes, respond to routine inquiries, and route messages according to established procedures.
• Coordinate the RMA/RGA process from customer request through resolution, aligning manufacturer requirements with customer needs and maintaining clear communication throughout.
• Build effective working relationships and communicate clearly with customers, suppliers and colleagues at all levels of the organization.
• Comply with all applicable company policies, procedures, standards and workplace requirements.
• Follow quality assurance procedures and applicable work instructions to support consistent and accurate service.
• Support special projects and perform other duties as assigned by the General Manager.

Scheduling & Planning Responsibilities:

• Monitor vendor purchase orders for timeliness, expedite orders, update corresponding customer ship dates, and escalate late orders to management as needed.
• Correspond with vendors and customers about ship dates as needed by email and phone.
• Coordinate ship dates with the warehouse, sales, and purchasing departments.
• Review vendor acknowledgments, make necessary changes, and record the information accordingly.
• Respond to or distribute vendor questions about orders, including price, delivery, or product description issues and discrepancies.
• Receive vendor purchase orders into the system after the warehouse has stocked the corresponding products.

Physical and Technical Environment:

• Minimal lifting up to 25 pounds occasionally.
• Must be able to sit, stand, walk, reach with hands and arms, bend and stoop in a normal office environment.
• Ability to routinely travel throughout multi-floor office and shop area, walking and climbing stairs.
• Able to succeed in a clean and orderly manufacturing environment and/or normal office conditions with changing deadlines and project requirements.

Required Education and Experience:

• High School Diploma or GED required.
• Minimum one year of relevant work experience.
• Ability to read, write, and follow verbal instructions in Standard English is required.
• Strong interpersonal skills with listening, consultative and problem-solving skills.
• Proficient in MS Office products, specifically Word, Excel, Teams, PowerPoint.
• Experience with QuickBooks Desktop or other ERP Software Preferred.
• Can handle projects and tasks independently within established standards.
• Able to handle multiple responsibilities at a time and be self-motivated.
• Thrives in a team environment with an appreciation of aggressive goals.
• Typing speed of 50 WPM or faster.

Benefits

• 401K
• Employee Referral Bonus Program
• Tuition Reimbursement
• Career Development Opportunities
• Training Opportunities
• Paid Holidays
• Medical, Dental and Vision Benefit Plans
• Paid Vacation

About Clark-Reliance

Clark-Reliance® is a world class manufacturing company, serving customers in over 120 countries in the power generation, refining, gas processing, and chemical industries. Clark-Reliance is a company that strives to maintain an environment that nurtures employees. Clark-Reliance prides itself on the development of its employees and finding ways to continue to grow every year.

Note: The statements above are intended to describe the general nature and level of work being performed by people assigned to the job. They are not construed to be an exhaustive list of responsibilities, duties and skills required of personnel in the job. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

Equal Opportunity Employer- M/F/Disabled/Vet