Customer Service Associate I

• Serve as an initial point of contact for customer inquiries via phone and email, providing professional and timely responses.

• Accurately review and enter customer purchase orders into the ERP/OMS system.

• Verify basic order details, including pricing, quantities, product codes, and requested ship dates.

• Escalate complex issues to appropriate departments (production, engineering, quality, logistics).

• Generate order acknowledgments and maintain accurate documentation within internal systems such as Zendesk, Smartsheet, CSI/ERP and OMS.

• Investigate and resolve customer complaints related to product quality, delivery, billing, or documentation.

• Provide customers with standard product information, lead times, and order status updates.

• Monitor open orders and proactively follow up on missing information or required documentation.

• Assist mid-level and senior representatives with account coordination and project tracking.

• Coordinate internally with production planning, drafting, supply chain, and logistics teams to confirm order details and resolve routine questions.

• Support return authorization processing and documentation under supervision.

• Maintain organized electronic and physical records in compliance with department procedures.

• Learn and apply standard operating procedures (SOPs), order entry guidelines, and quality control processes.

• Support continuous improvement initiatives by identifying basic process inefficiencies and communicating suggestions to leadership.

• Travel is required to support distributor relationships, project alignment, and overall business objectives and represents Bobrick and the Thrislington division with professionalism and credibility in customer meetings, site visits, presentations, and cross-functional discussions.

• Handle escalated concerns with diplomacy, professionalism, and solution-oriented communication.

• Initiate and process return authorizations (RMA) in accordance with company policies and warranty guidelines and communicate clearly with customers regarding return procedures, credit timelines, and replacement expectations.

Customer continuous improvement & Team Development by:

• Contributing to the development, refinement, and documentation of standard operating procedures (SOPs) and workflow enhancements to improve accuracy, efficiency, and customer experience.

• Supporting the evaluation and implementation of new technologies, reporting tools, and customer service platforms to strengthen performance visibility and operational effectiveness.
• Assisting in the training, onboarding, and mentorship of entry-level team members, reinforcing best practices, system proficiency, and professional communication standards.
• Engage in hands-on technical learning to stay current with product and system developments.