Customer Service Representative

About the Role

The Customer Service Representative role at The Steel Network, Inc. (TSN) is a full-time, Monday-Friday, in-office position that exists at the intersection of customer care, sales support, and operational coordination. The role requires strong communication, organization, attention to detail, problem-solving, and sound judgment.

Key Responsibilities

• Respond promptly and professionally to customer inquiries and concerns by phone, email, and in person.
• Provide timely updates regarding quotations, orders, returns, shipping status, product availability, and routine customer requests.
• Follow up with customers regarding satisfaction, ongoing needs, and open service matters; build positive relationships through accurate information and reliable follow-through.
• Greet walk-in customers and coordinate assistance with the appropriate internal resource.
• Initiate outbound calls or emails to current and prospective customers regarding new products, service updates, and other offers.
• Support the Business Development Manager with customer communications, account administration, follow-up activities, and project or opportunity information.
• Receive and document incoming sales inquiries, gather relevant customer and project details, and route opportunities to the Business Development Manager or appropriate internal resources.
• Prepare and process quotations, orders, returns, and supporting customer documentation.
• Maintain accurate customer, account, quotation, order, and opportunity information in ERP, CRM, and other reporting systems.
• Coordinate routine follow-up on open quotations, customer requests, and action items identified by the Business Development Manager.
• Maintain familiarity with TSN products, manufacturing processes, fabrication capabilities, customer applications, and internal workflows to support accurate communication and request coordination.
• Support customer surveys, outreach activities, reports, account-development initiatives, and customer-retention efforts.
• Collaborate with engineering, estimating, project management, manufacturing, shipping, accounting, marketing, and customer service colleagues to support customer requirements.
• Communicate customer expectations, order information, requested timelines, shipping needs, and related details accurately to internal teams.
• Use carrier platforms to obtain shipping rate quotes and provide approved shipping information; develop working knowledge of flatbed, less-than-truckload (LTL), and parcel shipments.
• Assist with delinquent-account follow-up in coordination with accounting and the appropriate account owner when requested.
• Assist with quarterly inventory counts, customer-order preparation, assigned reports, training activities, and special projects as needed.
• Resolve routine customer issues and escalate technical, pricing, account, or project-related matters appropriately.

Requirements & Tech Stack

• Strong written and verbal communication skills with a customer-focused, collaborative approach.
• Ability to organize and prioritize multiple customer requests, orders, follow-up activities, and deadlines.
• Strong attention to detail and accuracy when entering quotations, orders, returns, shipping information, and customer records.
• Ability to work collaboratively with the Business Development Manager and cross-functional teams while maintaining clear ownership of assigned follow-up activities.
• Problem-solving skills and sound judgment when resolving routine concerns or escalating technical, pricing, project, or account matters.
• Ability to learn TSN cold-formed steel framing products, fabrication capabilities, customer applications, and internal workflows sufficiently to route questions and support accurate communication.
• Ability to use ERP, CRM, Microsoft Office, email, carrier platforms, and other business systems effectively.
• Professional communication and conduct when interacting with customers, prospects, visitors, and coworkers.
• Ability to type at an average speed of 40 words per minute.

Qualifications

• High school diploma or equivalent required.
• Previous experience in customer service, sales support, order processing, manufacturing, building products, logistics, or a related environment preferred.
• Experience coordinating customer requests across sales, operations, shipping, accounting, or technical teams preferred.
• Experience using ERP, CRM, order-entry, or shipping systems preferred.