Position Summary
Horizon Manufacturing Group is seeking a dependable, organized, and customer-focused Customer Service Representative to support our Sales team and daily business operations.
This position serves as a primary point of contact for incoming customer communications, providing timely and professional assistance with questions, product information, order inquiries, and general requests.
The ideal candidate is a team player who takes initiative, communicates effectively, and is willing to assist in various areas of the business as priorities change. This role requires flexibility, attention to detail, and the ability to manage multiple responsibilities in a fast-paced manufacturing environment.
Key Responsibilities
Customer Service & Communication
- Answer and direct incoming phone calls in a professional, friendly, and timely manner.
- Respond to customer questions through phone, email, and other communication channels.
- Assist customers with general product information, order status, shipping updates, and delivery inquiries.
- Direct technical questions, pricing requests, and complex customer concerns to the appropriate Sales or internal team member.
- Monitor customer communications and ensure inquiries receive timely follow-up.
- Maintain accurate records of customer interactions, requests, and follow-up activities.
- Provide a positive customer experience while representing HMG professionally.
Sales Team Support
- Work closely with the Sales team to support daily activities and customer needs.
- Assist with entering, updating, and tracking customer orders as assigned.
- Help prepare and distribute order acknowledgments, customer documentation, and other sales-related information.
- Follow up internally on order status, shipping information, and customer requests.
- Assist with maintaining customer records and organizing sales documentation.
- Support sales representatives with administrative tasks, information gathering, and customer follow-up.
- Help ensure communication between Sales, Production, Shipping, and other departments remains accurate and timely.
Administrative & Cross-Functional Support
- Provide general office and administrative assistance as needed.
- Assist with filing, document management, data entry, scanning, and recordkeeping.
- Support other departments with routine administrative tasks during periods of increased workload.
- Assist with special projects, reporting, and process improvement initiatives as assigned.
- Provide backup coverage for designated office functions when employees are absent or additional support is needed.