Position: Customer Service Representative (HubSpot CRM)
Reports to: Sales Manager
Work arrangement: Remote eligible (US-based), in-office preferred. In-office training required in Dayton, OH. Occasional in-person meetings/training as needed.
Position Description:
The Customer Service Representative is responsible for communicating customer requirements to the rest of the organization. This position provides customer advocacy while troubleshooting, problem solving, and acting as a liaison for customers across departments. Primary responsibilities include order entry, order acknowledgements, customer communication, acquiring lead times, quoting standard products, and consistent follow-up on open quotes and opportunities. The role also supports day-to-day HubSpot CRM administration and data management.
Position Responsibilities:
- Process quotes, sample requests, registrations, and other business documents; follow up proactively to move quotes to order.
- Day-to-day order management - including order entry, tracking, expediting, and customer updates.
- Develop close working relationships with existing customers and gain in-depth knowledge of their needs to identify new opportunities within existing accounts.
- Handle general inquiries and lead follow-up via phone and email; ensure all activity is documented in HubSpot.
- Work with outside sales to support account coverage and coordinated customer communication.
- Interface with manufacturer/customer systems as required (e.g., EDI order entry, website orders, and customer portals).
- Communicate sales opportunities and needs for further technical demonstrations/support to the appropriate internal resources.
HubSpot / CRM Responsibilities:
- Update and manage HubSpot CRM records (contacts, companies, deals, activities) with a focus on accuracy and completeness.
- Maintain pipeline hygiene: stage updates, required fields, next steps, task creation, and follow-up scheduling.
- Use HubSpot tasks and sequences to run consistent follow-ups; log calls, emails, and outcomes.
- Perform basic HubSpot admin tasks such as editing properties, managing views, lists, templates/snippets, and simple workflow/task automation updates (within agreed guardrails).
- Support data entry and cleanup (imports/exports, duplicate management, and standardizing naming conventions).
- Assist with reporting: weekly activity/pipeline updates and ad-hoc exports for sales/operations.
Position Requirements:
- 4 years of customer service / inside sales experience.
- Strong verbal and written communication skills; professional email etiquette.
- Excellent organizational skills with strong follow-up processes; ability to manage multiple open items without dropping the ball.
- Comfortable with high-volume data entry and accuracy expectations.
- Proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook); strong Excel skills are a plus.
- Experience with CRM software; HubSpot Sales Hub and/or Service Hub experience strongly preferred.
- Ability to multitask and work independently; self-starter mindset.
- Team-oriented, dependable, trustworthy, positive, and respectful demeanor.
- Experience selling within industrial distribution or manufacturing is a plus; fastener/hardware experience is a plus.
Preferred (Nice to Have):
- Experience supporting a quote-to-order process in a manufacturing or distributor environment.
- Experience with ERP systems and order entry (Made2Manage or similar).
- Experience with EDI/customer portals and customer-required documentation.
- Basic comfort with simple process documentation and continuous improvement (SOPs, checklists).
Compensation:
- Hours: 8 a.m. - 4:30 p.m. (Eastern)
- Pay: Commensurate with experience (hourly).
- Benefits: Medical insurance, vacation, holiday, and 401(k).
Pay: $20.00 - $24.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Application Question(s):
- Are you able to work in-person at our Dayton, OH, office?
- Please share any experience you have with CRM (i.e HubSpot, Salesforce) and ERP systems (i.e. SAP, NetSuite, Made2Manage)
Experience:
- Customer Service: 3 years (Preferred)
Work Location: In person
