The NorPlex Customer Service Representative is responsible for providing responsive, accurate, and professional support to customers. This role serves as the primary point of contact for order management, issue resolution, and general inquiries, ensuring a positive customer experience and supporting overall business performance. 

Key Responsibilities

• Serve as the primary contact for customer inquiries via phone, email, and/or other communication channels 
• Process customer orders accurately and in a timely manner 
• Provide order status updates, shipping information, and product details 
• Resolve customer issues, complaints, and service concerns with professionalism and urgency 
• Coordinate with internal teams (sales, production, shipping, and logistics) to ensure customer needs are met 
• Maintain accurate customer records, order data, and communication logs in the system 
• Identify and escalate complex issues when necessary 
• Support continuous improvement efforts in customer service processes 
• Ensure adherence to company policies, procedures, and service standards 

Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree preferred 
• 1–3 years of customer service or related experience (manufacturing or distribution environment preferred) 
• Strong communication skills (verbal and written) 
• Excellent problem-solving and conflict-resolution abilities 
• High attention to detail and accuracy in data entry 
• Ability to multitask in a fast-paced environment 
• Proficiency in Microsoft Office and ERP/CRM systems (preferred) 

Core Competencies

• Customer focus and responsiveness 
• Accountability and follow-through 
• Team collaboration 
• Time management and prioritization 
• Professionalism under pressure 

Work Environment

This role is typically performed in an office or plant-adjacent environment with regular interaction across operations, sales, and logistics teams.