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Job Description
Crosby is the world leader in the heavy lift industry. We strive to set the standard for quality, training, and technical expertise in the field. It's our goal to exceed the expectations of our customers through technical leadership, innovative solutions, vertically integrated manufacturing, premier use of support, and a value-added distribution channel. Job Summary The Customer Service Representative will support customers by managing phone and email inquiries related to orders, product availability, quotations, shipments, and service-related issues. This role requires strong customer service skills, sound judgment, and the ability to handle complex or escalated customer situations in a fast-paced environment. The CSR will process orders and quotes, track shipments, expedite requests, review open orders, and coordinate with internal teams to provide accurate updates to customers. The ideal candidate will have prior customer service experience in a manufacturing or similar environment, strong communication skills, and the ability to multitask while maintaining accuracy and professionalism.
Responsibilities:
Manage customer correspondence and telephone inquiries related to existing orders, product availability, order processing, quotations, and service‑related issues, including complex or escalated calls. Prepare and process standard customer quotations and written correspondence in response to pricing and product inquiries. Track and trace shipments and expedite orders as needed to meet customer requirements. Follow established Standard Operating Procedures (SOPs) and work instructions to ensure accuracy and compliance in daily activities. Exercise sound judgment when resolving issues and seek guidance as appropriate. Perform responsibilities with minimal supervision compared to a Customer Service Representative Trainee. Enter rush orders, order revisions, and orders requiring special charges or specific handling instructions. Generate and analyze open order reports for assigned accounts, monitor past‑due items, identify possible substitutions or alternatives, and coordinate with production on delivery timelines.
Requirements:
Minimum of two (2) years of customer‑facing experience, including phone‑based customer support involving order inquiries, inventory availability, and quotations (required). Prior customer service experience within a manufacturing or similar industry (required). Strong verbal and written communication skills with English proficiency (required). Demonstrated ability to work collaboratively and maintain positive, professional relationships with customers and colleagues. Proficiency in basic computer applications with typing skills of 40 WPM and 125 KPM (ten‑key) required. Ability to operate standard office equipment, including desk phones, copiers, and scanners. Reliable attendance and punctuality to ensure consistent availability for customer support during assigned hours. Ability to work effectively in a fast‑paced, sometimes high‑pressure environment. Strong multitasking and prioritization skills. Ability to sit for extended periods while managing inbound customer calls. Stable employment history with a demonstrated record of success and reliability.
Preferred Experience/Skills:
Minimum two years college, preferred. Physical /
Environmental Conditions:
Normal office conditions. Office located in a two-story office building. Job demands may require long periods of sitting, telephone work and/or computer work, as well as interaction with other people. Normal office conditions include walking, standing, bending, kneeling, climbing stairs, lifting, driving and/or traveling. The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
