Customer Service Representative

Description

The Customer Service Representative (CSR) is responsible for delivering timely, accurate, and professional support to Polygon customers. This role ensures customer satisfaction by processing orders, responding to inquiries, coordinating with internal teams, and maintaining high standards of communication and service. The CSR serves as a key liaison between customers, Sales, and Operations to ensure seamless execution of customer requirements while supporting Polygon’s reputation for quality, delivery, and service excellence.

Requirements

Duties & Responsibilities 

• Accurately process customer orders in the ERP system (Syteline) and maintain customer records in Salesforce CRM.
• Respond promptly to customer inquiries regarding orders, lead times, shipments, and product information.
• Collaborate with Sales, Engineering, and Production teams to resolve order issues, expedite requests, and provide updates.
• Proactively monitor open orders to ensure on-time delivery and customer satisfaction.
• Prepare and issue quotes or pricing confirmations as directed by Sales or the Customer Service Supervisor.
• Support key account activities through clear communication and documentation.
• Track, document, and follow up on customer feedback or complaints, escalating complex issues as appropriate.
• Maintain accurate documentation, order notes, and correspondence records.
• Participate in continuous improvement initiatives to enhance processes and the overall customer experience.
• Perform additional duties as assigned.
• Commitment to uphold Polygon’s Core Values: Safety, Deliver Quality, Initiative, Collaboration, and Innovation.

Education & Training

•  Associate’s degree in Business, Communications, or a related field preferred, or equivalent work experience. 

Knowledge & Experience

• Two (2) or more years of customer service experience, preferably in a manufacturing or B2B environment.
• Experience with ERP systems (Syteline preferred) and CRM tools (Salesforce preferred).
• Knowledge of order management, pricing structures, and logistics processes.

Skills & Abilities  

• Strong organizational, problem-solving, and communication skills.
• Customer-focused mindset with a high commitment to accuracy and responsiveness.
• Ability to collaborate cross-functionally and adapt to evolving priorities.
• Ability to work in a goal-driven environment and adjust priorities to meet organizational needs.
• Strong interpersonal skills; articulate, collaborative, and professional demeanor.
• Self-motivated with the ability to manage projects independently and overcome obstacles.
• Willingness to challenge the status quo and support continuous improvement initiatives.

Working Conditions

The physical demands described are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing job duties, the associate is regularly required to sit, stand, stoop, climb, walk, use hands, talk, and hear for a minimum of eight (8) hours per day.