Customer Service Representative

About the job

Position Summary

The Customer Service Representative plays a key role in supporting Mediatechnologies’ commitment to exceptional customer care. This position is responsible for managing customer orders, resolving inquiries, and ensuring accuracy and satisfaction throughout the order-to-delivery process. The ideal candidate is detail-oriented, professional, and proactive in communicating with customers and internal teams.

Essential Duties and Responsibilities

Customer Focus and Communication

• Build and maintain strong, professional relationships with our dealers, end user customers, sales representatives and other internal departments.

• Demonstrate strong written and verbal communication skills to ensure understanding, expectations and satisfaction with outcomes.

• Listen carefully to customer to understand their needs and provide clear, proactive solutions.

• Guide customers toward Mediatechnologies’ preferred products and programs (MTSelect, MTBase) based on their needs.

• Communicate with empathy, accuracy, and timeliness to set expectations and gain agreement on next steps.

• Engage customers through phone, email, and Teams calls to assist with questions, order status, or website navigation.

• Daily contact with Regional Sales Managers to review all open items, discuss customer issues and other topics of importance for continuity and understanding.

Order Entry and Management

• Receive and review orders submitted via phone, email, website, or in person.

• Collect complete order details including customer information, product SKUs, finishes, quantities, delivery addresses, and special instructions.

• Accurately enter orders into the company’s ERP or CRM system, ensuring all information is verified and correct.

• Send professional order confirmations summarizing details, pricing, finishes, and estimated delivery dates.

• Maintain accurate documentation of orders and related communications for reference and tracking.

Order Follow-Up and Tracking

• Monitor open orders to ensure progress aligns with established timelines.

• Collaborate with internal departments such as Production, Design, and Shipping to resolve delays or discrepancies.

• Provide regular updates to customers regarding order status, anticipated ship dates, and tracking information.

• Proactively identify and address issues, communicating resolutions clearly and promptly.

• Keep all order information and correspondence current in the company system.

Continuous Improvement and Team Collaboration

• Maintain attention to detail and accuracy in all communications and transactions.

• Identify recurring issues and share feedback to improve processes.

• Represent Mediatechnologies professionally, embodying the company’s customer-first approach.

Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree preferred.

• Previous experience in customer service in manufacturing, furniture manufacturing preferred.

• Strong interpersonal, organizational, and problem-solving skills.

• Proficiency with Microsoft Office Suite and CRM/ERP systems (SAP experience a plus).

• Ability to manage multiple priorities and remain professional under pressure.

Physical and Environmental Requirements

• Primarily an office or remote work environment.

• Extended periods of sitting and computer use.

• Occasional travel to customer or company sites for meetings, product modifications, or site measurements.

• May involve light physical activity such as walking and working with products while on-site.

• Must be able to lift up to 25 pounds occasionally.