Customer Service Representative

Job Description

Job Description

Customer Service RepresentativePosition Summary

The Customer Service Representative is responsible for delivering exceptional service to MAG Industries customers by managing orders, answering inquiries, resolving issues, and serving as a key liaison between customers and internal departments. This position plays a vital role in ensuring orders are processed accurately, deliveries stay on schedule, and customers receive timely, professional support. The ideal candidate is organized, detail-oriented, and enjoys building strong customer relationships in a fast-paced environment.

The Customer Service Representative works closely with the Sales, Warehouse, Logistics, Accounting, and Operations teams to ensure customer orders, deliveries, and service requests are handled accurately and efficiently while helping maintain the high level of service our customers expect.

Essential Duties and Responsibilities

• Serve as a primary point of contact for customer inquiries via phone, email, and internal systems.
• Process customer orders accurately within the company ERP system.
• Monitor and track order status, shipments, and deliveries to ensure timely fulfillment.
• Communicate with internal departments including Sales, Warehouse, Logistics, and Accounting to resolve customer issues.
• Assist customers with product questions, order updates, and account information.
• Investigate and resolve customer concerns related to orders, shipments, billing, or product availability.
• Maintain accurate documentation of customer interactions and order updates.
• Ensure customer records and account details remain accurate within internal systems.
• Support the Sales team by coordinating order details, confirming inventory availability, and assisting with order processing.
• Identify recurring customer issues and communicate opportunities for process improvement to management.
• Provide professional, courteous service while representing MAG Industries in a positive and professional manner.

Additional Responsibilities

• Assist with customer account maintenance and updates.
• Support reporting related to customer orders, service metrics, and account activity.
• Assist other departments during high-volume periods or special projects.
• Perform additional administrative or operational duties as assigned.

Qualifications

• High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
• Previous experience in customer service, administrative support, order processing, or a related role preferred.
• Experience working with ERP systems, CRM software, or order management systems is a plus.
• Strong verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office, including Outlook, Excel, and Word.
• Ability to work both independently and collaboratively within a team.

Competencies

• Customer-focused mindset
• Professional communication
• Problem-solving and critical thinking
• Attention to detail and accuracy
• Organization and time management
• Adaptability in a fast-paced environment
• Team collaboration
• Reliability and accountability

Physical Requirements

• Ability to remain seated and work at a computer for extended periods.
• Frequent use of a computer, keyboard, telephone, and other office equipment.
• Occasionally lift or move up to 20 pounds.

Work Environment

This position operates primarily in a professional office environment and requires frequent communication with customers and internal departments. The role involves regular computer use, phone communication, and collaboration across multiple teams.

Schedule

• Full-time
• Monday – Friday
• 8:00 AM – 4:30 PM
• Occasional overtime may be required based on business needs.

Benefits

MAG Industries offers a competitive benefits package, including:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• 401(k) with Company Match
• Paid Time Off (PTO)
• Paid Holidays
• Company-Paid Life Insurance
• Short-Term Disability
• Long-Term Disability
• Voluntary Supplemental Benefits
• Employee Discount Programs
• Opportunities for Career Growth and Advancement

About MAG Industries

MAG Industries is a family-owned manufacturing and distribution company serving customers across the United States. We specialize in developing, manufacturing, and distributing innovative products across multiple consumer categories while maintaining a strong commitment to customer service, operational excellence, and continuous growth.

Since our founding in 2020, we've experienced rapid expansion by investing in our people, technology, and processes. We believe our employees are the foundation of our success and strive to create an environment where teamwork, accountability, and professional development are valued.

At MAG Industries, you'll have the opportunity to make a meaningful impact while growing your career in a fast-paced and collaborative workplace.

Equal Opportunity Employer

MAG Industries is an Equal Opportunity Employer. We are committed to creating an inclusive workplace and consider all qualified applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, or any other protected status under applicable federal, state, or local law.