Job Title: Customer Service Representative

Department: Sales

FLSA Status: Non-Exempt

Position Overview:

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The Customer Service Representative is responsible for providing high-quality customer support by managing incoming inquiries, preparing quotes, processing orders, and coordinating with internal departments. This role supports Account Managers, Regional Sales Managers, and internal teams by ensuring accurate order entry, timely communication, and efficient documentation. The position requires strong communication skills, attention to detail, and the ability to manage multiple tasks in a fast-paced environment.

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Essential Duties: **(Additional duties may be assigned as required.)

Respond to customer inquiries via phone, email, and other communication channels in a professional and timely manner.

Prepare and provide product quotes based on customer requirements.

Configure sales drawings using EOS and cross-reference cylinder part numbers to appropriate Yates products.

Provide technical drawings to customers for review and approval.

Accurately enter customer orders into the Made2Manage ERP system and EOS Configurator.

Generate order quotations and conduct follow-up activities when requested.

Review and verify order accuracy prior to processing.

Support onboarding and training of new employees as needed.

Assist the Accounting Department with new customer account setup and credit-related processes.

Provide administrative and sales support to Regional Sales Managers, including assistance with quotes, orders, and special projects.

Collaborate with the Customer Service Supervisor on departmental initiatives and projects.

Maintain daily communication with management regarding workload, performance, and assigned tasks.

Participate in team meetings and review project assignments and schedules with management when required.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above, and below, are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Language Ability:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Math Ability:

Ability to add, subtract, multiply, and divide in all units of measure, including whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage and to draw and interpret bar graphs.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills:

To perform this job successfully, an individual should be proficient with Microsoft Office applications. Experience with ERP systems such as Made to Manage is a plus.

Education/Experience:

High school diploma or general education degree (GED) required. Two to four years' customer service, inside sales, or administrative support experience preferred. Equivalent combination of education and relevant experience may be considered.

Yates Industries

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