Customer Service Representative

Job ID
# of Openings
Hours From
8:30 AM
Days Worked
Hours To
5:00 AM


Job Summary:

REI seeks a Customer Service Representative with a "can-do", friendly attitude and strong problem-solving skills to work in our Thermal Media Group. The ideal candidate will have at least 1 year of work experience as a customer service representative in a manufacturing environment, be bilingual in English/Spanish and have very good excel skills. The primary responsibilities of the Customer Service Representative will be to perform administrative and clerical assignments in support of key customer accounts, and to support maximizing sales consistent with the Group sales plan. 

Responsibilities include

The Customer Service Representative will:

  • Receive and process a high volume of customer purchase orders by entering information into the system and filing hard copies.  Verify pricing, billing and shipping addresses, and contact customers to correct discrepancies.  Confirm product availability to fulfill customers’ orders.  Submit and obtain approval for special customer requests such as changing product specifications.  Prepare and send order confirmations to the customer. 
  • Respond to customer inquiries as the single point of contact.  Investigate, determine root cause, and resolve routine to complex billing and shipping problems and/or refers complex billing issues to Corporate Accounting for resolution.  Enter shipping date changes into the system, monitor and expedite delivery, and communicate order status to customers.
  • Send credit applications to potential customers and forward completed applications to Corporate Accounting for approval of new customers.  Obtain approval status and credit terms from Corporate Accounting and communicate credit terms to the customer.
  • Issue customer invoices. Check invoice information for freight codes and contacts freight companies to obtain and add freight charges to the invoice.
  • Enter credits and/or returns into the system and inform customers of the credit amount or when the replacement product will be shipped.  Generate and send credit memos to customers.
  • Regularly prepare, maintain, and update customer files and records.  Generate routine reports. May generate routine customer-specific reports as requested.
  • Support sales representatives by maintaining product knowledge and recommending specific products and solutions to customers based on customer requirements and expectations.  Cross-sell and up-sell products when opportunities arise.  Recommend alternate products based on quality, cost, delivery, and availability.
  • Interaction with internal and external contacts requires tact. Frequently interacts with customers, TMG management, Sales Executives, Production Control, Quality and Technical Services, Corporate Accounting, R&D, and Warehouse.

Qualified candidates will possess


  • High School diploma or GED required.
  • At least 1 year of related work experience in a customer service support role required. Experience working in paper, printing or thermal industry and/or manufacturing environment is highly preferred. 
  • Very good working knowledge of customer service practices and procedures. 
  • Very good reading, writing and arithmetic skills. Ability to calculate precise measurements is a must.
  • Very good customer service skills including oral communication, negotiation, and interpersonal skills.
  • Intermediate to Advanced Excel skills and strong data entry skills required.
  • Ability to ensure high accuracy in a high-volume data entry environment.
  • Ability to solve routine to difficult administrative and/or customer problems and to prioritize multiple tasks.
  • Ability to interact with internal and external contacts with tact and persuasion in difficult situations.
  • Bi-lingual English and Spanish, a highly preferred.


AA/M/F/VETERANS/Individuals with Disabilities, EOE, Drug-Free Workplace



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