Job Description: Customer Service Representative Department: Sales Status: Exempt
Reports To: Director of Sales Revision Date: 4/25/2025
Pay Range: $24.00 -$26.00 per hour Hours: 8 hours daily, Monday - Friday (Days) Description: The Customer Service Representative (CSR) interacts with customers via email, Teams, and telephone to provide information in response to inquiries about products and availability. The CSR will play a proactive role in building and engaging the company's customer base.
This isn't a job where you follow a rigid script. At Rubadue, our Customer Service Representatives are the voice of the company and the glue between our customers and internal teams. You'll work closely with Sales, Engineering, Planning, and Production, and become part of a cross-functional team focused on the customer.
Culture: - We are a smaller company -and we work best when we work together.
- We share information openly and rely on cross-functional teamwork.
- We value initiative over hierarchy, and collaboration over process.
- Every employee has a voice and a stake in our success.
Essential Job Functions: - Receives customers' requests, analyzes, provides information requested, or ascertains who can best provide the information.
- Proactive communication, data entry and follow-up, regarding quotes and orders.
- Gather and provide basic technical support, product line options, and agency approvals for customer inquiries.
- Assists various departments with customer-related issues.
- Maintains customer records by updating account information to ensure accuracy.
- Provides basic technical support, product line options, and agency approvals for customers.
Qualifications/Skills: - Customer Relations - Knowledge of maintaining a positive, empathetic, and professional attitude toward customers always.
- Customer Service - Knowledge of best practices for working with customers and problem-solving issues that arise.
- Cultural Awareness - Knowledge and experience working with customers around the world, along with cultural differences.
- Critical Thinking - Use logic to identify approaches to problems, solutions, and drawing conclusions.
- Time Management - Must be able to work under deadlines and effectively manage multiple correspondences in a timely manner.
- Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do. Possess the competencies to communicate easily with others and awareness of Cultural Intelligence.
- Writing - Communicating effectively in writing as appropriate for the needs of the audience.
Education and Experience:
- High School Diploma/GED is required (a bachelor's degree is preferred).
- Minimum of 4 years of experience working in Customer Service. Strong PC skills and experience (Word, PowerPoint, Excel, etc.).
Work Environment: Primarily indoors in a climate-controlled manufacturing building with moderate noise levels. Employees frequently work on a computer completing assigned tasks. Ability to stand and walk for a period of time. Ability to see detail at close range.
Physical Demands While performing the responsibilities of the job: • Ability to talk, hear, stand, sit, and walk throughout the day.
• Frequent use of hands and fingers for handling materials and operating equipment.
• Occasionally required to stoop, kneel, reach, lift or move up to 55 pounds, push, pull, or grasp objects.
Conclusion: This job description is intended to describe the general nature and responsibilities of the position and is not a comprehensive list of all duties, responsibilities, or qualifications.
Additional Comments: Those that excelled at this position in the past have had the following qualities, characteristics, or traits:
- Highly motivated with a desire to excel at their work and willingness to learn.
- Patient, and not easily frustrated. Ability to work in teams and across departments to meet company needs.
- The ability to plan and multitask.
- Exceptional work ethic and dedication to their company, and able to follow the Company Core Values.
- Comes to work every day with a great attitude. Thinks like an owner.
As required by the Americans with Disabilities Act reasonable accommodations may be made to qualified applicants and/or employees to perform essential job functions.
Rubadue Wire is an equal opportunity employer. Applicants and/or employees will be provided equal opportunity without regard to age, race, religion, sex, color or national origin.
Note: Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.