Customer Service Representative

Job Description

Job DescriptionDescription:

Meritec is seeking talented team players in our Painesville, Ohio facility who are committed to pushing the boundaries of interconnect technology performance and innovation. Join us and connect your career to the future.

As a Customer Service Representative, you will serve as the first point of contact for customers, ensuring a positive experience through accurate communication and problem-solving. You’ll work cross-functionally with internal departments, vendors, representatives, and distributors to support order management and customer satisfaction.

This position is full-time and on-site in Painesville, Ohio.

Duties/Responsibilities

Order Management

· Respond to customer inquiries via phone, email, and online portals in a timely and professional manner

· Check product availability and lead times; suggest appropriate substitutes when necessary

· Advise customers on order status, shipping methods, and expected delivery dates

· Accurately enter and manage customer orders in ERP systems

· Monitor and manage open order reports and backorders

· Coordinate with internal departments (sales, production, engineering, etc.) to fulfill customer requirements

Customer Support & Communication

· Track and follow up on outstanding orders or information requests

· Document customer interactions in CRM systems

· Escalate complex issues to the appropriate internal departments

· Assist with returns (RMA) and warranty processes

· Maintain customer account information and ensure data accuracy

· Provide internal reporting related to orders, customer issues, or backlog as needed

Product Knowledge & Support

· Develop and maintain product knowledge to support customer inquiries effectively

· Participate in product training sessions and assist with new product introductions

· Support customers navigating the company website or self-service resources

· Assist with onboarding new customers or sales representatives

Continuous Improvement

· Identify and report trends in customer inquiries or recurring issues

· Contribute to internal knowledge base and documentation efforts

· Participate in continuous improvement initiatives and cross-functional collaboration

Required Qualifications

· High school diploma or GED required

· Minimum of 2 years experience in a customer service, order entry, or administrative support role

· Strong written and verbal communication skills across phone, email, and video channels

· Familiarity with Microsoft Office Suite (Word, Excel, Outlook)

· Experience with Salesforce or other CRM systems preferred

· Ability to work both independently and collaboratively in a team environment

· Strong organizational skills and attention to detail

· Comfortable working in a fast-paced environment with frequent interruptions

· Ability to problem-solve using good judgment and a service-oriented mindset

· Must be a U.S. Citizen or permanent resident

· Must pass background check and drug screening

Benefits include:

• Healthcare benefits

• Fully paid life insurance

• Health Savings Account with company contribution

• 401(k) employer match

• On-Site Fitness Center

• Paid Vacation and Paid Holidays

• Tuition Reimbursement

• Growth and Development Opportunities

• Positive culture of diversity, equity, and inclusion

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Meritec (a Qnnect Company’s) is a well-established, growth-oriented, signal integrity leader and preferred vertically integrated manufacturer of high-performance electrical and electronic interconnect embedded systems and connectors with over fifty-years of innovation, serving world-wide markets with cost-effective solutions.

Qnnect and its affiliated companies are affirmative action/equal opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, work related mental or physical disability, veteran status, sexual orientation, gender identity, or genetic information.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Requirements: