Customer Service Representative

EDCO, a leading manufacturer in Frederick, Maryland, is looking to add a detail-oriented Customer Service Representative to join our growing team. The Customer Service Representative will be responsible for responding to customer requests and questions regarding EDCO’s products. They will analyze and rectify customer concerns using established procedures, represent the company to customers in a way that promotes a positive relationship from the perspective of the customer, and support EDCO product sales. This will be done through customer training, applications questions, and order entry. They will also work with the Distributor/Dealer Markets in order to achieve sales and training goals.

• Candidate MUST have at least 1 year in a customer service role
• Candidate MUST have strong telephone skills and be comfortable talking on the telephone to customers
• Candidate MUST have experience with data entry

EDCO provides excellent benefits to team members:

Weekly pay

Profit Sharing

Sick Time after 90 days

Vacation available after 6 months

Free employee dental benefits (available the 1st of the month after 60 days)

Affordable medical benefits (available the 1st of the month after 60 days)

Life insurance

Long Term Disability

Paid Holidays (8 left in 2025 including a week paid off from 12/25/25- 1/1/25)

...and more

Duties:

• Prepare official quotes to comply with pricing and term rules set for EDCO Direct and EDCO’s distribution partners.
• Support EDCO Master Distribution by guiding various EDCO product consumers/end users through this channel to purchase EDCO products.
• Provide product training and technical support to municipal users, dealer/distributors, contractors, and general rental companies.
• Respond to incoming customer requests/questions/ orders by telephone and e-mail in a timely, courteous, and professional manner to ensure customer satisfaction
• Read and understand Schematics
• Process equipment, accessory, and parts orders
• Notify customers of back orders and order status, using a computer, promptly to ensure customer satisfaction
• Recommend replacement parts and preventative maintenance
• Diagnose mechanical issues for customers and provide appropriate solutions
• Process warranty claims based on the company's RMA and Warranty Claims
• Accurately document customer issues within a case/claims system
• Continue to expand and update your knowledge of EDCO’s product line through regular internal and external training
• Some outside travel for training or tradeshows may be required
• Other duties as assigned

Qualifications and Education Requirements

High School diploma. Customer service, construction, manufacturing or equipment related experience preferred.

Excellent oral and written communication skills. Working knowledge of Microsoft suite & advanced keyboarding.

Strong Telemarketing Skills

At least 1 year experience in a forward facing customer service role

Ability to work well under pressure

Adhere to company’s attendance policy

Set a high standard of conduct and productivity

Must be able to type 40 words per minute

Ability to manage multiple tasks in a time critical environment

Abide by company policy on matters related to civil rights of employees

Knowledge of Microsoft Excel, Word, Power Point, Outlook

Preferred Skills

· Ability to learn MRP/ Data entry systems

· Construction, manufacturing or equipment related experience preferred

· Ability to work independently

• Ability to establish rapport, and respond to questions using the telephone and e-mail.

· Strong mechanical background

• Excellent attention to detail
• Understand machine parts breakdown/rebuild

· Ability to sit for extended periods of time (up to 8 hrs. in one day, 5 days per week)

· Ability to problem-solve

Personal protective Equipment:

• Safety glasses
• Steel-toed shoes
• Ear plugs

Work Environment:

An office setting (desk, chair, etc.) that is both carpeted and has linoleum flooring. The use of stairs may be necessary, yet an elevator is available. The office environment is air conditioned/heated and the noise level can vary from normal to high depending on the volume of telephone calls and occasional warehouse production onsite. A warehouse setting with concrete floors may also be presented. The temperature will vary with the seasons (hot/cold). The use of stairs may be necessary, yet an elevator is available. The noise level is loud.

Job Type: Full-time

Pay: $18.39 - $22.25 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Shift:

• 8 hour shift

Application Question(s):

• Please tell us about your relevant telephone/telemarketing experience
• Please tell us about your relevant data entry experience
• Please tell us about any relevant customer service experience you have

Work Location: In person

Salary : $18 - $22