Job Title :

Customer Service Representative Location:

JB Martin Company:

Leesville, South Carolina Reports To :

Customer Service Manager Position Summary:

The Customer Service Representative position at JB Martin serves as a key liaison between our customers and internal teams. This role is responsible for managing customer inquiries, processing orders, providing product and delivery information, resolving issues, and ensuring a high level of customer satisfaction. This role requires a deep understanding of the company's products, production timelines, and logistics processes.

Key Responsibilities:

Serve as the primary point of contact for customer inquiries, orders, and complaints via phone, email, or customer portals. Enter and manage sales orders in the ERP system with accuracy and timeliness. Coordinate with production, logistics, and quality control teams to ensure timely and accurate fulfillment of customer orders. Provide order status updates, shipping schedules, and delivery confirmations. Address and resolve customer complaints and issues, escalating as necessary to management. Maintain detailed records of customer interactions, transactions, feedback, and actions taken. Monitor open orders and backlogs, proactively communicate delays or changes to customers. Support sales and account management teams by identifying potential sales opportunities or issues with key accounts. Ensure customer documentation (e.g., specifications, shipping instructions, compliance forms) is accurate and complete. Assist with returns, credits, and warranty claims processing. Participate in cross-functional meetings to improve customer experience and internal processes.

Qualifications:

High school diploma or equivalent required; associate or bachelor's degree preferred. 3+ years of experience in customer service, preferably in a manufacturing or industrial setting. Experience with ERP or order management systems (SAP, Oracle, NetSuite, etc.) is highly desirable. Strong verbal and written communication skills. Excellent organizational skills and attention to detail. Ability to manage multiple tasks and priorities in a fast-paced environment. Proficient in Microsoft Office Suite (Excel, Word, Outlook). Familiarity with manufacturing processes and terminology is a plus.

Key Competencies:

Customer Focus Problem Solving and Resolution Communication and Interpersonal Skills Team Collaboration Time Management Technical Aptitude Working Conditions:

Office environment within a manufacturing facility; occasional exposure to production floor. Standard work hours with occasional overtime during peak demand. May require standing or walking for short periods when visiting production areas.

Benefits:

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

Pay Range:

$50K-$60K Equal Opportunity Employer We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, or national origin. If you are an experienced management professional with a passion for people and accepting the challenges of continuous improvement, this career opportunity with JB Martin Company may be for you. For consideration, please send your resume (MS Word or PDF format) to apennington@jbmartin.com. JB Martin Company, LLC is an Equal Employment Opportunity Employer.