Customer Service Representative

Description

Join a Small, Employee-Owned Company

Laminate Technologies is a small, employee-owned company through an Employee Stock Ownership Plan (ESOP). Our size allows employees to have a direct impact on the success of the company and work closely with customers and team members across the organization.

We are looking for an experienced Customer Service Representative (CSR) to join our Gallatin, TN team. This position plays an important role in connecting our customers with our Sales, Manufacturing, Scheduling, Quality, Purchasing, and Accounting teams.

If you enjoy building customer relationships, solving problems, staying organized, and being part of a team where your work makes a difference, we'd like to hear from you.

About the Position

The CSR is the primary advocate for assigned customers and is responsible for managing customer orders from entry through delivery. This includes coordinating with internal departments, monitoring inventory and order status, proactively communicating potential issues, and helping resolve customer concerns.

The ideal candidate is organized, detail-oriented, responsive, and comfortable managing multiple priorities in a fast-paced manufacturing environment.

What You'll Do

• Serve as the primary point of contact and advocate for assigned customers.
• Enter and manage customer sales orders accurately and efficiently.
• Review inventory availability and communicate potential stock or production issues.
• Coordinate with Sales, Scheduling, Manufacturing, Quality, Purchasing, and Accounting to resolve customer and order issues.
• Monitor open orders and proactively communicate potential delays that may impact customer deliveries.
• Maintain accurate order, customer interaction, complaint, and delivery records.
• Research customer complaints and discrepancies and coordinate appropriate resolutions.
• Manage customer complaints through resolution while maintaining professional customer relationships.
• Create jobs, prepare bills and reports, and manage delivery documentation.
• Build and maintain stock codes, customer stock-code links, and related product information.
• Update customer pricing and assist with contract pricing.
• Support Sales with customer requests, quoting, samples, and trial materials.
• Coordinate quality-related customer issues and help ensure timely resolution.
• Assist with credit/debit memo processes when needed.
• Maintain open-order and on-time-delivery information and follow up on issues affecting customer delivery performance.
• Communicate with customers regarding order status, potential delays, and other issues affecting their orders.
• Crosstrain on other office functions to provide coverage and support as needed.
• Perform other duties and responsibilities as assigned.

Requirements

What We're Looking For

• High school diploma or equivalent required.
• Customer service experience, preferably in a manufacturing or business-to-business environment.
• Strong data entry skills with an emphasis on accuracy and speed.
• Strong written and verbal communication skills.
• Ability to handle customer complaints and resolve issues professionally.
• Strong organizational and time-management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and critical-thinking skills.
• Proficiency with Microsoft Office, including Excel.
• Ability to learn and effectively use MRP or ERP systems.
• Strong attention to detail and follow-through.
• Ability to work effectively with customers and multiple internal departments.
• Ability to maintain professional relationships while handling challenging situations.

Why Join Laminate Technologies?

As a small ESOP company, we believe our employees are more than just employees they are owners. Our team members have an opportunity to see the impact of their work and contribute directly to the success of the company.

We offer:

• Employee Stock Ownership Plan (ESOP)
• Competitive salary
• Profit sharing
• Medical, dental, and vision insurance
• 401(k)
• Paid time off
• Paid holidays
• Life and disability insurance
• Employee assistance program

Work Environment

This position works in a fast-paced manufacturing environment and requires a high level of dependability, initiative, professionalism, and adaptability. The position involves regular communication with both internal and external customers.

The role primarily involves office-based work with prolonged periods of sitting, along with periodic standing, walking, bending, reaching, and other movement throughout the facility. The position may require lifting items weighing approximately 20–25 pounds.

Travel: Approximately 10%.

Our Ideal Candidate

We're looking for someone who takes ownership of customer issues, communicates proactively, and doesn't wait for problems to become bigger problems. The successful candidate will be someone who can balance customer needs with plant capabilities, work effectively across departments, and follow an issue through to resolution.

If you're organized, customer-focused, detail-oriented, and want to be part of a small, employee-owned company where your contributions matter, we'd like to hear from you.