Customer Service Representative: Pittsburgh Corporate Office

Full Time | Sales & Marketing | Pittsburgh Corporate Office
Job Description
About Resco Products

Resco Products has been servicing the refractory industry for over half a century and grown to 11 facilities across North America which gives us the unique ability to service our customers quickly and efficiently. Resco is a product leader within the refractory industry, creating enhanced products reducing our customers downtime and increasing productivity.

Customer Service Representative


Position Summary:
The Customer Service Representative (“CSR”) serves as the primary contact between the customer and the company by processing customer orders, handling complaints, and providing timely follow-up. The CSR is customer focused and strives to ensure that the services he/she provides are of exceptional quality and beneficial to their customers.

The CSR sells consultatively and is considered an expert resource both for customers and for in-company colleagues. The CSR must be able to communicate effectively and persuasively to a large volume of people throughout the workday. Much of the CSR’s time is spent talking on the telephone, so he/she must be able to apply his/her communication skills over the telephone. 

The Current Team:

The Customer Services Team is part of the Sales and Marketing department and partners closely with the Field Sales Representatives, Plant Managers, and customers. 

Essential Functions:

- Work with assigned field sales representatives (FSR), Regional Sales Manager and Customers
- Receive customer orders from several sources, i.e., phone, mail, email, fax, FSR, and place orders.
- Enter orders into system, apply application codes, FSR number, price, quantity, brand, size and any other description of product needed for QAD
- Send out confirmation of order placement
- Verify drawings with engineering department
- Verify product specifications with FSR and Technical Staff to enter correctly in system
- Assign new QAD item numbers for all new products
- Depending on the nature of the request from the customer, work with technical staff market managers and R&D to help define product needs and product specifications to meet the customer’s request
- Work with freight company to arrange shipping of the material to customer site and billing of freight
- Fill out various forms including Mold Authorization, Credit Authorization, and Material Return Authorization
- Convey quotes for specific customer requests using pricing as set by Regional Manager and handle standard terms of sale with the customer.
- Release shipment of product in QAD to be shipped as requested
- Arrange for all samples to be shipped from our plant and for testing our products
- Arrange and handle all paperwork for any purchased product
- Assist in processing of Letters of Credit and additional required paperwork associated with export sales
- Assist with preparation of packing slips and arrange ocean freight and containers
*This list is not comprehensive and other duties may be added as required*

Required Knowledge, Skills, and Other Attributes:

- High school diploma
- 3-5 years of industrial customer service experience, preferably in refractories or a related industry
- Excellent written and oral communication skills
- Must be self-motivated
- Must be results-oriented and demonstrate the ability to work independently and in a team environment
- Must possess strong problem-solving abilities


- College credits or degree
- Experience with QAD and Salesforce
- Experience with Excel


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