Customer Service Representative

Position Summary:

The Customer Service Representative (CSR) supports Kirst Process Equipment's customers by managing customer inquiries, quotations, orders, service-related activities, and administrative support functions.

This role serves as a central point of coordination between customers and internal teams, helping ensure accurate order processing, timely communication, and a positive customer experience from initial inquiry through fulfillment.

Working under the supervision of the Inside Sales Manager, the CSR collaborates with Sales, Operations, Accounting, Service, suppliers, and customers to support daily business operations in a fast-paced, small-office environment.

Key Responsibilities:


* Triage and manage customer inquiries via phone, Customer Portal, QQR, CRM queues, shared inboxes, and other communication channels, ensuring timely and accurate responses.


* Prepare Quick Quote Requests (QQR) and standardized quotes, validating requirements before release.


* Convert quotes to orders and confirm configuration, pricing, terms, and documentation are complete and accurate.


* Enter, process, and maintain customer orders with a strong focus on detail, accuracy, and data integrity.


* Finalize orders for planning and execution in ERP (LN), ensuring all required fields, attachments, and supporting documentation are complete and accurate.


* Review order documentation, pricing, lead times, and delivery commitments; identify gaps or conflicts and drive resolution.


* Build and distribute customer documentation packages related to orders, ensuring records remain complete and traceable.


* Issue and verify order acknowledgements promptly, confirming details align with customer expectations.


* Proactively expedite orders and communicate realistic delivery updates to manage customer expectations.


* Coordinate with Inside Sales, Applications Engineering, Projects, Outside Sales, Planning, Purchasing, Warehouse personnel, suppliers, and customers to keep work moving and issues resolved.


* Assist in monitoring open orders and backlog activity, following up on action items, delays, and customer commitments to support timely resolution.


* Maintain accurate CRM records, shared communications, notes, and next steps, ensuring timely follow-up, effective handoffs, and visibility of customer activity.


* Own customer orders end-to-end, from inquiry through fulfillment, ensuring consistent follow-up and clear communication.


* Follow established workflows and contribute to continuous improvement initiatives that reduce errors and enhance the customer experience.


* Coordinate service-related activities, including case management, quotations, orders, equipment evaluations, returns, and related documentation, ensuring accurate follow-through and communication throughout the process.


* Provide general administrative and office support, including phone coverage, record management, offic...