Customer Service Representative

Customer Service Representative Reports To: Planning Manager | FLSA: Exempt, Salary, Full-time | Level: Individual Contributor Direct Reports: None Position Summary The Customer Service Representative serves as a primary point of contact for Continental Tool Group’s customers, providing responsive, accurate, and professional support throughout the customer service process. This role is responsible for handling customer inquiries, resolving issues, maintaining accurate records, and communicating information regarding products, services, and company policies. The Customer Service Representative partners with internal teams to address customer needs, support efficient operations, and promote a positive customer experience. Success in this role is demonstrated through effective communication, timely issue resolution, accurate data entry, and consistent, high-quality customer service. Key Outcomes - What Success Looks Like

• Customer Satisfaction: Provide professional, courteous, and responsive service that builds customer confidence and supports positive customer relationships.
• Timely Issue Resolution: Address customer inquiries and concerns promptly and effectively, coordinating with internal teams when additional support or escalation is required.
• Communication & Responsiveness: Maintain clear, accurate, and professional communication with customers by phone and email, ensuring requests are understood and followed through to completion.
• Data Accuracy & Recordkeeping: Maintain complete and accurate customer interaction records, transactions, and other required information in company systems.
• Product & Policy Knowledge: Develop and maintain a working knowledge of company products, services, processes, and policies to provide customers with reliable information.
• Teamwork & Continuous Improvement: Collaborate with colleagues and other departments to resolve recurring issues, improve customer service processes, and enhance the overall customer experience.

Core Responsibilities

• Serve as a primary point of contact for customer inquiries, providing timely, courteous, and effective assistance by phone and email.
• Identify customer needs, answer questions, resolve routine issues, and coordinate with appropriate internal teams to address more complex requests.
• Communicate clearly and professionally, demonstrating strong listening skills, appropriate phone etiquette, and a customer-focused approach.
• Enter, update, and maintain accurate customer information, interaction notes, transactions, and other records in company systems.
• Follow established customer service procedures and company policies to ensure consistent, accurate, and reliable service.
• Develop and maintain knowledge of company products, services, policies, and procedures to respond accurately to customer questions.
• Monitor outstanding customer requests and follow up as needed to support timely resolution and customer satisfaction.
• Recognize recurring customer concerns, process inefficiencies, and opportunities for improvement; communicate observations and recommendations to the appropriate team members.
• Work collaboratively with colleagues and other departments to support efficient workflows, resolve customer issues, and meet service expectations.
• Adapt to changing priorities, learn new systems and procedures, and contribute to a positive, professional, and team-oriented work environment.

Decision Authority Resolves routine customer inquiries and service issues within established company policies, procedures, and guidelines. Determines when additional information or assistance is needed and coordinates with appropriate internal departments to support resolution. Escalates complex, sensitive, or unresolved customer concerns to the appropriate supervisor or manager. Does not independently authorize exceptions to company policies, pricing, financial commitments, or other matters outside delegated authority. Education, Qualifications & Experience

• High school diploma or equivalent required.
• Previous customer service, call center, administrative support, or related experience preferred.
• Strong verbal and written communication skills in English, with the ability to communicate professionally and effectively with customers and internal team members.
• Strong data entry skills and attention to detail, with the ability to maintain accurate records and manage information in company systems.
• Proficiency with computers and standard business software; experience with order management or ERP systems is a plus.
• Excellent telephone etiquette and the ability to manage customer interactions in a courteous, professional, and service-oriented manner.
• Strong problem-solving skills, sound judgment, and the ability to remain professional when handling challenging customer situations or competing priorities.
• Ability to organize work, follow established procedures, manage multiple requests, and maintain accuracy in a fast-paced environment.
• Positive attitude, willingness to learn, and commitment to teamwork, accountability, and continuous improvement.
• Bilingual or multilingual communication skills are a plus.

Physical Demands & Working Conditions Based at the Carson City, NV, facility. Work is primarily performed in an office or customer service environment and involves regular use of a computer, telephone, and other standard office equipment. The role requires frequent communication with customers and internal team members, prolonged periods of sitting, and repetitive use of a keyboard and mouse. Occasional movement around the facility may be required to coordinate with other departments or obtain information. How Performance Will Be Measured Performance will be evaluated based on customer service quality, responsiveness, accuracy, and adherence to established procedures. Key measures may include customer satisfaction and feedback; timeliness of responses and issue resolution; accuracy of customer records and data entry; effectiveness of communication and follow-up; adherence to company policies and service expectations; teamwork and collaboration; and contributions to process improvements and overall customer experience. This job description reflects the principal outcomes and responsibilities of the role. It is not intended to be exhaustive and may be updated as business needs evolve. Continental Tool Group is an Equal Opportunity Employer.