Customer Service Representative with ERP Experience

About Us

Waterbury Button Company (WBC) is one of America's oldest operating manufacturing firms, proudly supplying high-quality buttons and uniform components for over 200 years. With in-house stamping, plating, and assembly capabilities, WBC serves military, commercial, and fashion clients with a commitment to American-made excellence and operational precision.

Position Summary:
We are seeking a dedicated and detail-oriented Customer Service Representative (CSR) to join our team. The CSR will be the first point of contact for our customers, providing timely and effective support while maintaining a high level of professionalism. This role involves managing orders, resolving inquiries, and working closely with internal departments to ensure a positive customer experience.

Key Responsibilities:

• Respond to customer inquiries via phone, email, and in person in a professional and courteous manner
• Enter and manage customer orders in the system with accuracy
• Track shipments, provide order updates, and handle return or replacement requests
• Work with production, shipping, and sales teams to ensure customer needs are met
• Resolve product or service problems by clarifying the customer’s complaint and determining the best solution
• Maintain detailed and accurate customer records and documentation
• Follow up with customers to ensure satisfaction and foster long-term relationships
• Identify trends in customer feedback and communicate suggestions for improvement
• Assist with other administrative tasks as needed
• Provide proactive communication to customers regarding order status, lead times, and potential delays
• Develop and maintain strong knowledge of company products to effectively assist customers and answer questions
• Review orders for accuracy, including specifications, pricing, and quantities before submission to production
• Prioritize and manage multiple customer requests in a fast-paced environment while maintaining attention to detail
• Escalate complex customer concerns to the appropriate department or management when necessary
• Support sales and operations teams by coordinating customer needs and ensuring smooth order processing

Qualifications:

• High school diploma or equivalent; associate or bachelor’s degree preferred
• 2+ years of experience in customer service, preferably in a manufacturing or B2B environment
• Excellent communication and interpersonal skills
• Strong problem-solving abilities and attention to detail
• Proficiency in Microsoft Office (Word, Excel, Outlook)
• Experience with ERP systems (NetSuite preferred) is a plus
• Ability to multitask and manage time effectively in a fast-paced environment

Job Type: Full-time

Pay: $16.35 - $19.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Experience:

• ERP systems: 1 year (Preferred)

Ability to Commute:

• Cheshire, CT 06410 (Preferred)

Work Location: In person