About Careertakes

👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, Manufacturing & Distribution.

Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.

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What You’ll Do

The Confidential Client is hiring Customer Service Representatives (CSR I, II, III) to deliver high-quality B2B customer support across order processing, quoting, inventory coordination, and account management. CSRs act as the primary communication link between customers, sales, and operations to ensure timely, accurate, and in-spec delivery of products and services.

• Enter and confirm customer orders accurately the day they are received
• Create and deliver standard quotes within 24–48 hours
• Respond to customer calls and emails promptly; route non-routine requests appropriately
• Maintain and update customer records and digital filing systems daily
• Follow pricing, specification, and inventory processes; escalate exceptions and margin concerns
• Support new item setups (tapoffs, proofs) and coordinate cross-functional workflows
• Monitor order history, min/max levels, backorders, and inventory; notify customers of fulfillment changes
• Escalate and resolve service issues, quality concerns, and pricing disputes per policy
• Coordinate with Sales, Purchasing, Manufacturing, and Shipping to meet DIFOTIS (deliver in full, on time, in spec)
• Upsell and cross-sell where appropriate; support outside sales with proposals and customer insights
• For senior CSRs: lead escalations, mentor teammates, drive continuous improvement, and own complex/high-impact accounts

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How the Role Scales (CSR I / II / III)

• CSR I (Entry)
  • Executes standard processes (order entry, basic quoting, inquiries) with training and oversight
  • Escalates non-routine issues and builds product/system knowledge
• CSR II (Intermediate)
  • Independently manages a defined book of business and protects gross profit margins
  • Resolves most issues with limited support and proactively manages account needs
• CSR III (Senior)
  • Owns service for complex accounts and escalations, coaches others, and partners with Sales & Operations to drive retention and growth

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Required & Preferred Qualifications

• High school diploma or GED required; bachelor’s degree in Business, Supply Chain, Communications or related field preferred
• Customer service experience; level placement based on demonstrated capability
• Typical experience guidelines:
  • CSR I: 0–2 years
  • CSR II: 2–5 years
  • CSR III: 5+ years (or equivalent experience managing complex accounts/escalations)
• Experience in manufacturing, distribution, packaging, or other B2B environments preferred

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Skills & Competencies

• Strong organizational and prioritization skills
• Good written and verbal communication (phone and email) — answer phones by the 3rd ring when assigned
• Attention to detail and accuracy; basic arithmetic including gross profit calculations
• Proficiency with Microsoft Office (Excel, Word, PowerPoint, Outlook)
• Initiative for professional development and continuous improvement
• Ability to exercise independent judgment in a fast-paced environment
• Reliable attendance and punctuality

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Compensation & Benefits

The final base pay will be determined by location, skills, experience, responsibilities, and education. The source posting lists an estimated annual figure; actual pay will be confirmed during the hiring process.

Benefits typically include:

• Performance-based bonus opportunities
• Medical, dental, and vision insurance
• 401(k) with company match
• Paid time off, company holidays, and parental leave
• Employee Assistance Program (EAP)
• Life and disability insurance, wellness programs

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FLSA, Work Environment & Accessibility

• FLSA classification varies by level and duties — classification will be confirmed for CSR I, II, and III by location/entity
• Physical demands and environment are typical of office settings; reasonable accommodations can be made to enable qualified individuals with disabilities to perform essential functions

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Our Values

The Confidential Client operates with these core values:

• PEOPLE FIRST — trust, respect, collaboration, accountability
• UNIQUE CUSTOMER SOLUTIONS — listen, understand, innovate
• GROWTH FOCUS — results-driven, continuous improvement
• PASSION TO SERVE — responsiveness, empathy, urgency
• AGILITY — nimble, creative, embrace change

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Location

This position is based in Rockwell, NC. Local candidates or those able to commute to the Rockwell area are preferred.

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Equal Opportunity & Hiring Transparency

Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.

If you have questions about how your data is used, please contact us directly.