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Customer Service Representative in Austin, Texas at LINDENMEYR MUNROE

NewSalary: $40000 - $60000Job Function: Customer Service
LINDENMEYR MUNROE
Austin, Texas, 78724, United States
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Job Description

Customer Service SOP & Expectations

"Customer Comes First"

Purpose

To define clear expectations for Customer Service to ensure consistent execution, strong sales partnership, and a best‑in‑class customer experience aligned with the Lindenmeyr brand.

Role Overview

Customer Service plays a critical role in supporting Sales, operations, and customers by executing orders accurately, communicating proactively, and reinforcing Lindenmeyr’s reputation for reliability, responsiveness, and service excellence.

Core Expectations

    Sales Partnership & Support
    WIN AS ONE approach- Answer all inbound calls in a timely and professional mannerAct as an extension of the Sales teamCommunicate order status, pricing, and lead times proactivelyFlag risks and customer concerns immediatelySupport onboarding and key initiatives
Performance Standard: Timely, accurate execution that builds trust and supports Sales

2. Customer Experience & Communication

    Respond promptly and professionallyOwn requests from start to resolutionCommunicate delays and next steps clearlyMaintain a solution-oriented mindset
Performance Standard: Customers experience Lindenmeyr as reliable and easy to work with

3. Order Accuracy & Execution

    Verify items, specs, and description for all direct/warehouse orders internally and with the mill before processing.Ensure correct pricing, quantities, and delivery detailsFollow all internal and vendor processesMaintain accurate documentation and invoicing
Performance Standard: Orders are executed right the first time

4. Internal Processes & Accountability

    Use ERP, CRM, and workflows consistentlyCommunicate across departments clearlyEscalate issues with solutionsManage workload effectively
Performance Standard: Dependable execution with minimal oversight

5. Teamwork & Continuous Improvement

    Support team coveragePromote collaborationIdentify process improvementsAdapt to change
Performance Standard: Team-first mindset supporting growth

Measurement & Accountability

Performance is evaluated using a combination of day-to-day execution, behavioral consistency, and overall contribution to team and customer success.

Semi-annual performance reviews will be conducted to evaluate overall performance based on the following:

    Responsiveness and follow-throughOrder accuracyCommunication qualityProcess adherenceSupport for customer retention and satisfactionAttendance, reliability, and dependabilityProfessionalism and workplace conduct
Managers will also consider:

    Consistency of performance over timeWillingness to improve and adaptInitiative and ownership of responsibilitiesContribution to team collaboration and overall service quality
Performance reviews are intended to provide constructive feedback, recognize accomplishments, identify development opportunities, and support ongoing employee growth and success.






















Job Location

Austin, Texas, 78724, United States

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