About Five Star Products Five Star Products is a leading manufacturer of specialty grouts, concrete repair materials, and related construction products. We are committed to providing high-quality products, dependable service, and responsive support to our customers, distributors, and industry partners. Our team works collaboratively across functions to solve problems, support our customers, and continuously improve how we do business. Position Summary The Customer Service Representative (CSR) is a key member of the Five Star Products customer experience team and serves as a primary liaison between customers, distributors, Sales, Production, Shipping, and other internal partners. The CSR owns the customer order experience from order entry through shipment and invoicing, ensuring orders are processed accurately, issues are addressed proactively, and customers receive timely, professional communication throughout the process. As a member of a growing specialty construction materials company, the CSR plays a critical role in maintaining strong customer relationships, supporting the sales process, and ensuring seamless communication across departments. Essential Duties and ResponsibilitiesCustomer Support

• Serve as the primary point of contact for customers, distributors, and sales representatives regarding orders, product availability, pricing, and shipment status.
• Respond promptly and professionally to customer inquiries via phone and email.
• Build and maintain strong relationships with customers and internal stakeholders.
• Resolve customer concerns, issues, and complaints in a timely and effective manner.
• Proactively communicate order updates, delays, changes, and potential issues before customer follow-up is required.
• Take ownership of customer needs and follow issues through to resolution. Order Management
• Enter and process customer orders accurately and efficiently within the ERP system.
• Review purchase orders for completeness, pricing accuracy, and product availability.
• Coordinate order changes, cancellations, returns, and credits as needed.
• Monitor open orders and proactively communicate delays or issues to customers and the sales team.
• Ensure all required documentation and order information is complete and accurate.
• Maintain ownership of orders from entry through shipment and invoicing, escalating issues when appropriate. Cross-Functional Coordination
• Collaborate closely with Sales, Shipping, Production, Warehouse, Accounting, and Purchasing teams to ensure on-time order fulfillment.
• Partner with the Sales team to support customer relationships and the overall commercial process.
• Coordinate with Shipping and Warehouse personnel regarding shipment schedules, freight arrangements, and special customer requirements.
• Communicate product availability, lead times, and delivery expectations to customers and sales representatives.
• Assist in prioritizing customer orders to meet customer needs and company objectives.
• Identify potential service or fulfillment issues and work collaboratively with internal teams to develop solutions. Administrative Responsibilities
• Maintain accurate customer records and documentation in company systems.
• Process credits, returns, and customer claims in accordance with company policies.
• Prepare and distribute customer reports, order confirmations, and other documentation as required.
• Support continuous improvement initiatives and departmental process enhancements.
• Identify recurring customer, order, or process issues and recommend opportunities to improve efficiency and the customer experience. Qualifications Education and Experience
• Associate degree preferred; equivalent work experience considered.
• Minimum of 3 years of customer service, order management, or inside sales experience in a manufacturing or distribution environment preferred.
• Experience in construction materials, industrial products, or manufacturing is highly desirable.
• Experience with ERP systems; Sage X3 experience preferred. Knowledge, Skills, and Abilities
• Strong customer service orientation with excellent verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Ability to work collaboratively across departments and build effective working relationships.
• Problem-solving skills with the ability to identify issues, evaluate options, and implement solutions.
• Proficiency in Microsoft Office, including Outlook, Excel, and Word.
• Ability to communicate proactively, take ownership of assignments, and follow through on commitments. Core Competencies
• Customer Focus
• Teamwork and Collaboration
• Communication
• Accountability
• Problem Solving
• Attention to Detail
• Adaptability
• Time Management Living Our Five Star Values As a member of the Five Star Products team, the Customer Service Representative is expected to demonstrate our company values in daily work and interactions:
• Customer-Driven
• Put the customer at the center of decisions and provide responsive, solutions-oriented service.
• Safety-Focused
• Support a culture where safe practices and thoughtful decision-making are everyone's responsibility.
• Dependable
• Follow through on commitments, communicate proactively, and ensure customers and colleagues can rely on accurate information.
• Honorable
• Act with integrity, professionalism, transparency, and respect in every interaction.
• Innovative
• Look for better ways to serve customers, improve processes, and solve problems.
• Bold
• Take ownership, raise concerns when something is not working, and confidently pursue solutions.

This position description is intended to describe the general nature and level of work being performed and is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.

Pay:

$24.00

• $32.

00 per hour Expected hours: 40.0 per week

Benefits:

401(k) 401(k) matching Employee assistance program Health insurance Health savings account Life insurance Paid time off Professional development assistance Retirement plan Tuition reimbursement

Work Location:

In person