Customer Service Rep

Struers, the world's leading manufacturer of material-testing equipment and consumables, is seeking a Customer Service Representative for their Westlake, Ohio office with excellent communication and customer service skills to provide high level of support to external and internal customers.

Position Overview

The Customer Service Representative is responsible for providing timely, accurate, and professional support to customers and internal stakeholders.

This role manages customer and staff requests via phone and electronic channels (email/web), processes orders and returns, and ensures accurate data entry within our ERP and CRM systems.

Our customers include Fortune 500 companies in the automotive, electronics, telecom, and aerospace industries.

The role works closely with Sales, Logistics, and Finance to deliver a seamless customer experience and support operational efficiency.

The ideal candidate is proactive, detail-oriented, highly adaptable, and committed to delivering exceptional service.

Strong problem-solving, organizational, and time management skills are essential.

What We Offer


* Competitive compensation


* Comprehensive benefits package including 401(k) with company match and immediate vesting, medical insurance, critical illness coverage, short- and long-term disability, pet insurance, and more


* 15 days of vacation annually, plus sick time, volunteer time, floating holidays, and a birthday holiday


* Hybrid work schedule (3 days onsite / 2 days remote)


* Stable, profitable organization with over 150 years of industry leadership

Primary Duties & Responsibilities


* Answer incoming company phone calls promptly and professionally


* Accurately enter customer orders, credits, and returns into the ERP system (currently LN) and EDI portals


* Enter and manage shipping issues in the CRM system (Pivotal)


* Process and follow up on customer inquiries; resolve issues and expedite orders as needed


* Provide administrative support related to invoices, shipping documentation, and document management (DocuWare)


* Prepare customer quotations, letters, sample requests, and MSDS requests as assigned


* Collaborate cross-functionally with Sales, Logistics, and Finance to ensure timely resolution of customer matters


* Perform other related duties as assigned

Qualifications


* Minimum of 4 years of related customer service or administrative experience


* High school diploma required; some college preferred


* Typing speed of 50-60 WPM with strong data entry accuracy


* Proficiency in Microsoft Excel, Word, and Outlook


* Strong written and verbal communication skills


* High attention to detail


* Strong organizational and time management abilities


* Demonstrated commitment to core values including Mutual Respect, Continuous Improvement, and Knowledge Sharing

Physical Requirements

This position requires the ability to perform the essential functions ...