Customer Service Representative

We are looking for a Customer Service Representative to support a manufacturing operation in Harrison, Ohio. This Long-term Contract position is ideal for someone who enjoys helping customers, resolving issues efficiently, and working in a fast-paced environment with both inbound and outbound communication. The role requires strong judgment, clear communication, and the ability to balance order support, customer inquiries, and service performance goals.

Responsibilities:

• Handle a high volume of incoming and outgoing customer calls while maintaining professionalism, accuracy, and timely follow-up.
• Investigate customer questions, gather relevant details, and provide clear resolutions or practical alternatives based on each situation.
• Enter and update customer orders and service information accurately within company systems to support smooth daily operations.
• Develop positive customer relationships by responding with urgency, empathy, and a solutions-oriented approach.
• Coordinate with internal teams to address product, order, or service concerns and ensure customers receive consistent communication.
• Monitor personal and team performance expectations by working toward service levels, response targets, and quality standards.
• Participate in ongoing training to strengthen product knowledge, service techniques, and overall job performance.
• Apply basic mechanical and technical understanding when discussing products, troubleshooting concerns, or explaining next steps to customers.
• Previous experience in a customer service, call center, or customer support role.
• Strong computer skills with the ability to learn and navigate business systems efficiently; experience with Acumatica is preferred.
• Demonstrated success meeting performance metrics, service goals, or other measurable KPIs.
• Effective verbal and written communication skills when interacting with customers and internal stakeholders.
• Solid analytical thinking with the ability to ask the right questions, solve problems, and follow issues through to completion.
• Basic mechanical or technical aptitude that supports product-related conversations and issue resolution.
• Ability to manage multiple tasks, organize priorities, and remain effective in a fast-moving environment.
• Strong customer focus with the flexibility to adapt communication style to different personalities and situations.