Customer Service Representative

** Looking to partner with an induvial seeking vertical growth and opportunity within the ACW sales department. **

Position Overview:

American Cord & Webbing Co., Inc. (ACW) is seeking a highly motivated and detail-oriented Customer Service Representative to join our team. This role is essential in ensuring that our customers receive exceptional service, support, and timely responses to their needs. The ideal candidate will handle smaller accounts, manage customer service inquiries, assist the inside sales team, and facilitate various administrative tasks. The Customer Service Representative will play a critical role in maintaining customer satisfaction and supporting sales initiatives.

Key Responsibilities:

Customer Service & Account Management:

• Serve as the primary point of contact for assigned smaller accounts. Handle inbound and outbound customer calls, emails and other communications.
• Respond to customer service inquiries related to product availability, pricing, order status, shipping, and general information.
• Develop and maintain strong relationships with customers to ensure ongoing satisfaction and repeat business.
• Process customer orders accurately and efficiently.
• The CSR will work closely with various departments, including sales, production and shipping. Coordinate with the production and shipping departments to ensure orders are fulfilled and delivered on time.
• Communicate any delays or issues to customers and or the sales team promptly

Sales & Administrative Support:

• Work closely to provide support to the sales team while supporting customer needs with order processing/order entry, and various customer follow-up.
• Provide support to the inside sales team during peak times or when team members are unavailable.
• Participate in team meetings, providing insights and updates on customer accounts.
• Contribute to the continuous improvement of customer service processes and procedures.

Sample & Documentation Requests:

• Manage customer requests for product samples, ensuring accurate fulfillment and timely delivery.
• Handle requests for technical documentation, product specifications, and other necessary materials to support customer needs.
• Maintain organized records of sample and documentation requests, tracking fulfillment and customer feedback in CRM.
• Maintain accurate and up-to-date customer records in the company’s database.
• Document all customer interactions, including inquiries, complaints and resolutions.
• Develop a thorough understanding of the company’s products and manufacturing processes.

Qualifications:

• Previous experience in customer service, sales support, or related roles.
• Strong communication skills, both written and verbal, with the ability to effectively interact with customers and internal teams.
• Excellent organizational skills and attention to detail.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook) and experience with CRM or ERP systems is a plus.
• Ability to multitask and prioritize tasks in a fast-paced environment.
• Problem-solving skills and a customer-centric attitude.

Familiarity with the manufacturing industry or experience in a similar industry is a plus.

Job Type: Full-time

Pay: $45,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Referral program
• Vision insurance

Shift:

• 8 hour shift

Experience:

• Customer service: 5 years (Required)

Ability to Commute:

• Woonsocket, RI 02895 (Preferred)

Work Location: In person

Salary : $45,000 - $65,000