Customer Service Representative

POSITION SUMMARY

The Customer Service Representative I for Titan Fittings provides friendly, professional, and accurate customer support across phone, email, live chat, and online ordering channels. This position assists customers with product information, order status, shipping updates, website navigation, returns, and general account support while maintaining a high level of service quality and responsiveness.

This role requires a dependable and detail-oriented team member with strong communication skills, a customer-focused approach, mechanical or industrial aptitude, and the ability to manage multiple inquiries in a fast-paced sales and customer service environment.

KEY ACCOUNTABILITIES

Customer Communication: Deliver exceptional service with a friendly, professional, and helpful approach across phone, email, and live chat channels.

First-Contact Resolution: Address customer questions regarding products, order status, shipping, online orders, and general support needs accurately and timely.

High-Volume Support: Manage inbound calls, emails, live chat inquiries, task box entries, and multiple customer requests while maintaining accuracy and attention to detail.

Returns and Product Support: Process RMA requests and apply product knowledge to assist with hydraulic fittings, hoses, thread types, measurements, and related industrial components.

Sales and Team Collaboration: Identify potential customer opportunities, create qualified leads for the sales team, and work cross-functionally to support order fulfillment and customer satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Customer Interaction and Communication

• Deliver exceptional customer service with a friendly, professional, and helpful demeanor across phone, email, and live chat communication channels.

• Manage a high volume of inbound calls while maintaining responsiveness, professionalism, and service quality.

• Communicate clearly and accurately with customers regarding product details, order status, shipping updates, website support, and general inquiries.

• Work well under pressure and deal effectively and professionally with customers in a fast-paced environment.

Order Support, Online Ordering, and Task Management

• Assist customers with navigating the company website, placing online orders, and resolving ordering questions or system-related issues.

• Prioritize and manage multiple inquiries, customer requests, case and task box entries while maintaining accuracy and attention to detail.

• Support first-contact resolution by identifying customer needs, researching issues, and providing timely answers or escalation when appropriate.

• Maintain organized notes, customer communication records, and follow-up items using the applicable ERP module.

Returns, RMA, Product Knowledge, and Sales Support

• Process returns requests and RMA documentation promptly and accurately to support a seamless customer return experience.

• Apply mechanical or industrial knowledge to assist customers with product-specific questions, including fittings, hoses, thread types, measurements, and related components.

• Maintain a sales-minded approach by asking strategic questions, identifying opportunities, and creating leads for the CAR/ sales team.

• Demonstrate willingness to learn product lines, industry terminology, customer applications, and Titan Fittings processes.

Team Collaboration and Additional Support

• Work cross-functionally with Sales, Warehouse, Purchasing, Operations, and other internal teams to troubleshoot customer issues and support smooth order fulfillment.

• Take on additional tasks, projects, and administrative support responsibilities as needed to support the customer service team and overall business needs.

• Maintain professionalism, reliability, accountability, and a positive team approach in all workplace interactions.

REQUIRED QUALIFICATIONS

• Minimum of 3 years of customer service experience required, preferably in a sales, distribution, industrial, or technical support environment.

• Excellent verbal and written communication skills, especially by phone, with a professional and customer-focused approach.

• Strong organizational skills, time management, attention to detail, and ability to handle multiple tasks simultaneously.

• Ability to think quickly, resolve issues efficiently, and maintain a solution-oriented mindset when assisting customers.

• Excellent mathematical, measurement, and basic product-detail accuracy skills.

• Ability to work well under pressure and deal effectively and professionally with customers and internal team members.

• Associate degree preferred but not required; equivalent relevant experience may be considered.

PREFERRED QUALIFICATIONS

• Experience with or knowledge of hydraulic fittings, hoses, thread types, industrial products, mechanical products, or related customer applications is highly desirable.

• Mechanical or industrial aptitude and a willingness to learn the industry may be acceptable in lieu of direct product experience.

• Comfortably using ERP platforms, websites, live chat, email, and digital tools to manage customer interactions and streamline support processes.

• Familiarity with order entry, returns, RMA processing, online ordering support, or sales lead handoff processes is a plus.

CORE COMPETENCIES

WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS

• Work is performed primarily in a standard office and customer service environment with frequent computer, phone, email, ERP, and live chat communication.

• Occasional interaction with warehouse, sales, purchasing, operations, and product documentation areas may be required.

• Must be able to sit, stand, type, read product details, communicate by phone, and manage digital customer service tools for extended periods.

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

PERFORMANCE EXPECTATIONS

• Provide timely, professional, and accurate customer support across phone, email, live chat, and online ordering channels.

• Resolve customer inquiries efficiently or escalate issues appropriately while maintaining accurate documentation and follow-up.

• Support RMA processing, product-related questions, order fulfillment communication, and sales lead opportunities with attention to detail.

• Demonstrate reliability, professionalism, accountability, teamwork, and continuous development in daily work habits.

EQUAL EMPLOYMENT OPPORTUNITY

Titan is an Equal Opportunity Employer. Employment decisions are based on business needs, job requirements, and individual qualifications. Titan does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other status protected by applicable law.

EMPLOYEE ACKNOWLEDGEMENT

I acknowledge that I have received and reviewed this job description. I understand that this document is intended to describe the general nature and level of work expected for this position and is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Job duties may be modified at any time based on business needs.