Find & Apply For Customer Service Representative Jobs in West Brookfield, Massachusetts

Customer Service Representative and Inside Sales 62 Central Street, West Brookfield, MA 01585 $26.50 - $31.50 an hour - Full-time Apply with Indeed Position overview Founded in 1923 in central Massachusetts, Gavitt Wire & Cable Company designs and manufactures custom, highly engineered wire and cable products for demanding markets including aviation, military, industrial, medical, and sports & entertainment. We pride ourselves on prompt, accurate service, design expertise, and rigorous in‑process monitoring, ensuring the quality and reliability our customers expect. Guided by honesty and hands‑on leadership, top management oversees daily operations and gives every inquiry, order, and concern individual attention. The Customer Service and Inside Sales Representative is the main day-to-day contact for our customers. You will quote, enter and manage orders, answer product and delivery questions, and grow sales within assigned accounts. You will work closely with outside sales, production planning, engineering, quality and shipping to deliver the right product on time. Key responsibilities Customer service and order management Answer customer calls, emails and web inquiries promptly and professionally, with a goal of same-day response. Enter, verify and process sales orders in the ERP system, confirming part numbers, specifications, quantities, pricing, put-ups (reels, coils, cut lengths) and ship dates. Issue order acknowledgments and keep customers updated on order status, lead times, expedites and shipment tracking. Coordinate with production planning and scheduling to confirm availability, promise dates and expedite requests. Work with shipping and logistics on freight quotes, carrier selection, routing and reel deposits or returns. Resolve order issues, including shortages, damaged goods, incorrect shipments, returns (RMAs), credits and billing discrepancies. Request and send documentation such as certificates of compliance, test reports, spec sheets, UL/CSA listings and RoHS/REACH declarations. Inside sales Prepare accurate, timely quotes for standard and custom wire and cable products, factoring in copper/metal pricing, minimums and lead times. Follow up on open quotes to convert them into orders and record win/loss reasons. Grow sales within assigned accounts by identifying cross-sell and upsell opportunities. Qualify new inbound leads and route them to outside sales or manage them directly as assigned. Support outside sales reps and distributor/rep partners with quotes, samples, order history and account information. Maintain accurate customer, contact and opportunity records in the CRM. Track customer forecasts and blanket orders, and alert the team to changes in demand. Technical and cross-functional support Learn the product line well enough to match customer requirements to the right construction, conductor, insulation, jacket, voltage rating and approvals. Pass non-standard or custom requests to engineering with complete information, and relay answers back to customers. Log customer complaints and support quality in investigations and corrective actions. Contribute to customer satisfaction, on-time delivery and process improvement goals. Perform other related duties as assigned. Qualifications Required High school diploma or equivalent. 2+ years of customer service, inside sales or order entry experience in a manufacturing, industrial or distribution setting. Experience with an ERP or order management system and a CRM. Working knowledge of Microsoft Outlook, Excel and Word. Ability to read and understand product specifications, part numbers and basic technical documents. Preferred Associate's or bachelor's degree in business or a related field. Experience in the wire and cable, electrical, or electrical distribution industry. Familiarity with conductor and insulation types, AWG sizing, and industry standards (UL, CSA, NEC, ASTM, ICEA). Understanding of metals pricing (e.g., COMEX copper) and its effect on quotes. Experience supporting outside sales teams, distributors or manufacturer's reps. Bilingual (English/Spanish) a plus.

Skills and competencies Customer focus:

Builds trust, takes ownership of issues and follows through to resolution.

Accuracy:

Enters orders and quotes with close attention to specifications, quantities and pricing.

Communication:

Writes and speaks clearly with customers and internal teams, including on difficult issues.

Sales drive:

Follows up on quotes, spots opportunities and is comfortable asking for the order.

Organization:

Manages a high volume of orders, quotes and requests and prioritizes under deadlines.

Problem solving:

Finds the root of an order or delivery issue and works across departments to fix it.

Product curiosity:

Willing to learn technical product details and industry standards.

Teamwork:

Works well with sales, production, engineering, quality and shipping. Working conditions Office environment with regular visits to the manufacturing floor and warehouse, where safety glasses, hearing protection and safety footwear may be required. Extended periods of sitting, computer work and phone use. Occasionally lift up to 25 lbs (samples, paperwork, small spools). Occasional overtime at month-end, quarter-end or for urgent customer needs. Occasional travel to customer sites or trade shows (under 10%). This description reflects the main duties of the role and is not an exhaustive list. Duties may change based on business needs. Gavitt Wire is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.

Pay:

$26.50 - $31.50 per hour Expected hours: 40.0 per week

Benefits:

401(k) Dental insurance Flexible spending account Health insurance Life insurance Paid time off Vision insurance

Education:

Associate (Preferred)

Experience:

Wire and Cable:

1 year (Preferred)

Customer Service:

3 years (Required) Sales support: 1 year (Preferred)

Work Location:

In person