We value diversity and therefore welcome all applications, irrespective of gender, nationality, ethnic and social background, religion and beliefs, disability, age, or sexual orientation and identity.
Comprehensive Health Plans
Employer-matched 401(k) plan
Northwood, OH
The Customer Service Representative is a key member of the OnlineMetals team, focused on delivering fast, accurate, and friendly support to our customers. This role is responsible for assisting customers with orders, website navigation, product questions, and order status inquiries. Customer Service plays a critical role in maintaining OnlineMetals’ reputation for best-in-class service.
RESPONSIBILITIES
- Assist customers with placing orders and navigating the OnlineMetals website
- Answer questions regarding order status, delivery, and available materials
- Respond to incoming phone, chat, and fax inquiries
- Enter orders accurately using internal systems
- Resolve customer requests, questions, and complaints by assessing situations and determining the best solution
- Partner with internal teams to ensure timely resolution and customer satisfaction
- Escalate larger-volume or complex inquiries to the appropriate sales teams when needed
EXPERIENCE & SKILLS
- Strong customer-first mindset
- Detail-oriented and work with a high degree of accuracy
- Excellent written and verbal communication skills
- Comfortable working in a high-volume contact environment
- Experience with live chat or e-commerce support tools
- Ability to remain calm, professional, and solution-focused in stressful situations
- Proven ability to manage multiple tasks and shifting priorities
QUALIFICATIONS
- 2-5 years customer service or inside sales experience
- Demonstrated history of high-quality customer service interactions
- Experience with Microsoft Office
- Experience in metals, manufacturing or distribution industries is a plus
- Familiarity with lean practices or ISO standards will be very helpful
