Role and Responsibilities:
The Customer Service & Sales Support Associate serves as the front-line contact for customers by phone, email, and in-person visits. This role is essential in building strong, service-oriented relationships with our customers while providing seamless support to our internal sales and operations teams. In addition to traditional customer service responsibilities, this role includes onsite hospitality for visiting clients and administrative support for the sales process. This position reports to the Customer Service Supervisor.
The key responsibilities
- Serve as a warm and professional point of contact for customers, ensuring a positive first impression whether via phone, email, or in person.
- Greet and host visiting customers, meeting coordination, refreshments, and onsite hospitality.
- Support the sales team with administrative functions such as customer quote follow-up, sales order tracking, and reporting.
- Perform accurate and timely data entry of customer orders, reviewing contracts and documentation for completeness and clarity.
- Ensure proactive communication with customers regarding order status, lead times, and potential issues.
- Answer the main phone line and route calls appropriately.
- Maintain and update customer records in the CRM (Goldmine), ensuring all touchpoints and communications are documented.
- Generate and distribute open order and follow-up reports to customers and the sales team.
- Assist in preparing customer presentations, sales materials, and proposals as needed.
- Provide first-level support for customer inquiries and concerns, escalating as appropriate.
- Coordinate with internal departments (sales, production, shipping) to fulfill customer needs and resolve service issues.
- Manage incoming and outgoing mail and assist with general office duties (filing, printing, organizing documents).
- Maintain a customer-first mindset, demonstrating responsiveness, accuracy, and professionalism in every interaction.
- Assist in onboarding new customers and coordinating initial order setup and documentation.
- Support customer billing inquiries and assist in resolving invoice-related issues.
Qualifications and Education Requirements
The qualified candidate should have a high school diploma. Some college coursework is preferred. Comprehensive MS Office skills in Outlook, Excel, Word and PowerPoint are a must. The qualified candidate should possess 1 to 3 years in a related field, customer service experience preferred. The candidate should have great organizational skills and previous experience with data entry in a Unix based ERP system as well as Goldmine (CRM) is a plus.
Required Skills
Problem Solving, Documentation Skills, Active Listening, Clear Phone Communication, Conflict Resolution, Multi-tasking, Attention to Detail, Organization, Accounting, Data Entry
Work Environment:
The work environment is mostly office based, but occasional exposure to the manufacturing area which has a variety of chemical baths in use may be required. Communication and teamwork are highly valued within the company as well as the push for continual improvement.
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Advanced Plating Technologies
$20 - $25 bases on experience - Full Benefits Package
Jun 25, 2025