Now Hiring - Customer Service Associate in Fitchburg, MA

SUMMARY:

Under the direction of the Sales Support Manager the Customer Service Associate performs a variety of administrative duties to meet the requirements of our Customers, Sales Representatives, Dealers, and internal departments. The Customer Service Associate will work as part of a team that provides information about our products, pricing, delivery, and installations by working with internal associates and some clients to strengthen relationships and enhance our customer experience.

ESSENTIAL FUNCTIONS:

1. Answers telephone calls and provides pleasant, professional, timely assistance.

2. Collaborates with Engineering when Special Product Requests (SPR) arise to help communicate custom customer conditions and help convey how the company might work to meet those requisites.

3. Promptly and accurately responds to requests for information and generates quotations (under the direction of the Sales Support Manager) for standard and custom products. Will require obtaining freight quotes and receiving internal approval to deliver to the requesting entity in a timely manner.

4. Coordinates shipping and installation logistics with Dealers, Representatives, and ModuForm Shipping Department.

5. Updates the Production Log and Quote Log daily as required.

6. Collaborates with Production, tracking and monitoring critical orders as they move through the production cycle and consults with customers to identify and release orders ready to ship.

7. Responds to bid and contract requests for response or for contract modifications such as changes in terms, conditions or pricing, and updates internal contract overview documentation.

8. Completes vendor registration forms as needed.

9. Screens incoming web leads and forwards to designated Sales Representative for follow-up.

10. Works with Engineering to print and distribute drawings to the shop floor.

11. Collects daily work orders from the shop floor for final data entry.

12. Other duties as they evolve and develop.

ESSENTIAL POSITION REQUIREMENTS:

1. Ability to read basic instructions and write legibly to accurately maintain work records.

2. Strong organizational skills and ability to keep track of detailed information.

3. Ability to use computer equipment and software (Microsoft Office, ERP systems)

4. Must have a sense of urgency and work to meet goals and deadlines for task completion

5. Must be able to communicate effectively, as part of a team, have a flexible attitude regarding job assignments, and be able to take initiative.

6. Prior experience working institutional furniture industry and strong customer service skills preferred.

EDUCATION:

High School Diploma, GED or equivalent work experience.

EXPERIENCE:

1-2 years Customer Service experience required.

WORK ENVIRONMENT:

Work is performed mostly in an office environment with occasional exposure to a manufacturing environment. The manufacturing environment typically includes dust, fumes, and noise consistent with those found in wood and plastic manufacturing. Personal Protective Equipment safety glasses and hearing protectors are provided. Safety glasses are required at all times in Production.

PHYSICAL DEMANDS:

While performing job duties, most of the time is spent performing desk work and other office or clerical tasks. Must be able to use a keyboard and speak through telecommunication equipment. The position requires walking downstairs, bending, and lifting. This position will require the ability to occasionally lift or move product samples up to 20 lbs. The position requires close vision, distance vision, and color vision as well as the ability to adjust visual focus.

ORGANIZATIONAL RELATIONSHIPS AND SCOPE:

The position reports to the Sales Support Manager, Region. Does not normally supervise others.

HOURS OF WORK:

This is a full-time position: 40 hours/week. Days and hours of work are Monday through Friday 8:30 AM to 5:00 PM. Occasional evening and weekend work may be required as job duties demand. Lunch break is 30 minutes daily.

JOB DUTIES STATEMENT:

This job description is not intended to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Job Type: Full-time

Pay: $18.94 - $22.81 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Ability to commute/relocate:

• Fitchburg, MA 01420: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Will you agree to a pre-employment drug screen and background check?

Work Location: In person