Customer Service Representative

Description

 Join a Team Where Customer Service Drives Success

At Eastern Controls (ECI), we believe exceptional customer experiences begin with exceptional people. As a Top Workplace in the Philadelphia region, we are a family-owned manufacturer's representative providing industry-leading process control solutions, services, and technical expertise to customers across Life Sciences, Chemical, Food & Beverage, Water/Wastewater, Power, Refining, and other essential industries.

For more than 55 years, we've built our reputation on technical excellence, responsiveness, and relationships. If you're detail-oriented, enjoy solving problems, thrive in a collaborative environment, and take pride in delivering outstanding customer service, we'd love to meet you.

As a Customer Service Representative, you'll play a critical role supporting our customers and sales team from quote through order fulfillment. You'll ensure every interaction reflects Eastern Controls' commitment to quality, accuracy, and responsiveness.

Your responsibilities will include:

Deliver an Exceptional Customer Experience

• Serve as a trusted point of contact for customers via phone and email.
• Respond promptly to customer inquiries regarding quotes, orders, deliveries, and product information.
• Proactively communicate order updates, shipment delays, and resolution of customer issues.
• Build strong relationships by providing responsive, knowledgeable, and professional support.

Process Customer Orders with Accuracy

• Review customer purchase orders for completeness and accuracy.
• Compare customer purchase orders to quotations and resolve discrepancies.
• Enter and process orders accurately within our ERP system.
• Verify pricing, payment terms, shipping instructions, commissions, and order assignments.
• Coordinate with manufacturers and internal departments to ensure timely fulfillment.
• Escalate complex or high-value orders for additional review when appropriate.

Manage Order Status & Follow-Up

• Monitor open orders and communicate delivery expectations.
• Track critical customer orders and provide proactive status updates.
• Maintain accurate notes and order records within our ERP system.
• Follow up after shipments to ensure customer satisfaction.

Support Quoting Activities

• Prepare basic product quotations using established pricing guidelines.
• Follow up with customers to answer questions and support sales opportunities.
• Assist the inside and outside sales teams with timely quote processing.

Collaborate Across the Organization

• Partner with Sales, Accounting, Logistics, Production, and Service to ensure seamless order execution.
• Participate in continuous improvement initiatives and special projects.
• Provide backup support for reception and other administrative functions when needed.

We're looking for someone who combines outstanding customer service with strong organizational skills and a genuine desire to help others succeed.

Successful candidates will demonstrate:

• Exceptional attention to detail and accuracy
• Outstanding verbal and written communication skills
• Strong problem-solving and critical thinking abilities
• Ability to manage multiple priorities in a fast-paced environment
• Excellent organizational and time management skills
• A positive, team-first attitude
• Professionalism, accountability, and integrity
• Passion for delivering an exceptional customer experience
• Curiosity and willingness to continuously learn our products and industry

Requirements

Required

• High school diploma or equivalent (Associate degree preferred)
• Experience in customer service, order management, sales support, or inside sales
• Strong Microsoft Office skills, particularly Outlook, Excel, and Word
• Experience working with ERP and/or CRM systems
• Excellent data entry accuracy and organizational skills
• Ability to communicate effectively with customers and cross-functional teams

Preferred

• Experience in industrial distribution, manufacturing, automation, instrumentation, or technical products
• Experience with Prophet 21 (P21) or similar ERP platforms

When you join Eastern Controls, you're joining more than a company—you're becoming part of a team that values collaboration, innovation, and continuous growth.

We offer:

• Competitive compensation
• Comprehensive medical, dental, and vision benefits
• 401(k) with company match
• Paid time off and company holidays
• Ongoing professional development and technical training
• Career advancement opportunities
• A collaborative, family-oriented culture where your contributions are recognized and appreciated

At Eastern Controls, our people are our greatest competitive advantage. We invest in your success so you can help our customers achieve theirs.

If you're ready to build a rewarding career with a respected industry leader, we'd love to hear from you.

Eastern Controls is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive workplace where every employee can thrive.