What are the responsibilities and job description for the Customer Service Rep. position at Greystone?
The Customer Service Representative (CSR) will be a key link between customers, operations, and sales. This role supports internal teams by handling customer communications, helping manage expectations, and reducing administrative burden on sales. The CSR will be trained on all job functions, and once trained, is expected to complete these responsibilities independently, with minimal supervision. As part of our cross-functional culture, the CSR will also receive training in several support functions to assist during employee PTO or as needed.
Primary Responsibilities:
Customer / Sales Support:
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Communicate with all current customers at least once per week to:
- Check in on open jobs and satisfaction
- Document notes and potential opportunities
- Capture competitive insights (pricing, lead time, pain points)
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Assist with quarterly forecasting:
- Budget vs. actual
- Investigate and document variances
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Generate customer turnaround time (TAT) metrics:
- Departmental performance from receipt to ship date
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Respond to customer inquiries including:
- General order questions
- Quality concerns
- Expedite requests
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Communicate job prioritization to operations based on:
- Customer value / potential
- Order size and urgency
- Quoted lead-times
- Delivery performance
- Provide interim support to the Plant Manager
Marketing:
- Upload inbound inquiries from HubSpot into database.
- Use ZoomInfo to pull contacts for sales outreach
- Draft and prepare mass email campaigns w/ support from Sales & SEO/SEM.
Sales & Engineering Coordination:
- Support RFQ package creation
- Generate sales sample request forms to simplify FAI prep
- Update and maintain the customer Master Order Folder (MOF)
Cross-Training & Occasional Support: While these are not core day-to-day duties, the CSR will be trained to assist in these areas when needed:
- QA Support – Provide communication or documentation help during team absences
- Purchasing Support – Assist with sourcing requests
- Shipping Backup – Generate packing lists and assist with administrative shipping functions during PTO coverage
Growth Expectations:
We expect the CSR to grow into this role, expanding customer ownership across departments over the first year. As responsibilities are mastered, this position will evolve into a central hub for customer success, internal alignment, and proactive operations support.
