Customer Service Representative in Frederick, Maryland at EDCO

EDCO | Frederick, Maryland
Full-Time | On-Site

Monday- Friday 7:30 am - 4:00 pm

Pay: $20.23/hr-$25.83/hr based on experience

At EDCO, we manufacture professional-grade equipment that helps contractors and professionals get the job done. Our customers depend on us for quality products, knowledgeable support, and responsive service—and our Customer Service team plays a critical role in delivering that experience.

We are looking for a Customer Service Representative who is professional, personable, detail-oriented, and genuinely enjoys helping people. This is more than an order-entry or call-center position. You will build relationships with EDCO customers, help solve problems, follow up on opportunities, and work closely with teams throughout the company to make sure our customers receive the support they need.

If you enjoy talking with customers, solving problems, staying organized, and being part of a close-knit team, we'd love to hear from you.

• Serve as a primary point of contact for EDCO customers by phone and email.
• Respond to customer questions regarding products, parts, accessories, pricing, availability, orders, and shipping.
• Provide accurate, timely, and professional assistance while maintaining a positive attitude—even when handling challenging customer situations.
• Follow customer requests through to resolution and keep customers informed when an immediate answer isn't available.
• Proactively reach out to customers to follow up on orders, quotes, backorders, product availability, and other needs.
• Follow up on significant orders when appropriate to make sure the customer's needs were met.
• Reconnect with customers who have not purchased recently as part of EDCO's customer outreach efforts.
• Share relevant EDCO products, accessories, resources, training materials, promotions, and programs when they can provide value to the customer.
• Identify customer needs and opportunities and connect customers with the appropriate Sales team member when additional assistance is needed.

• Enter and process customer orders accurately in EDCO's ERP system.
• Prepare and process customer quotes.
• Verify customer information, pricing, part numbers, quantities, shipping information, and other order details.
• Assist customers with order status, expected ship dates, tracking information, and delivery questions.
• Coordinate with Inventory, Production, Shipping, Accounting, Engineering, Sales, Marketing, and other departments to obtain accurate information and resolve customer needs.
• Maintain accurate records of customer transactions and communications.
• Document meaningful customer outreach and relevant information in the appropriate CRM system.

• Develop a working knowledge of EDCO machines, accessories, parts, and their basic applications.
• Learn the differences between EDCO product categories and provide basic product guidance to customers.
• Use EDCO product literature, manuals, training materials, videos, and internal resources to assist customers.
• Participate in product and application training.
• Continue developing product knowledge as EDCO introduces new products and accessories.

• Work closely with Sales, Marketing, Production, Shipping, Accounting, Engineering, and other departments to provide a consistent customer experience.
• Communicate customer concerns, recurring issues, and potential opportunities to the appropriate department or manager.
• Share relevant information learned through customer outreach with Sales and other members of the Growth Department.
• Support other members of the Customer Service team during periods of high call or order volume.
• Contribute to a collaborative team environment focused on excellent customer service.
• Perform other duties as assigned.

The ideal candidate is someone who:

• Enjoys working with customers and building positive relationships.
• Communicates clearly and professionally by phone, email, and in person.
• Is highly organized and pays close attention to detail.
• Takes ownership of customer questions and follows through until they are resolved.
• Can confidently handle difficult or dissatisfied customers.
• Is comfortable making proactive customer calls and following up on open quotes and orders.
• Can learn technical products and explain basic product information to customers.
• Works well across multiple departments and understands the importance of teamwork.
• Is comfortable working with computer systems, order-entry software, CRM tools, email, and other technology.
• Takes pride in providing accurate information and a great customer experience.
• Brings a positive, professional, and helpful attitude to the workplace.

Manufacturing, industrial equipment, construction, distribution, or technical customer service experience is a plus, but we're willing to train the right person who has the right attitude and customer-service mindset.

At EDCO, you'll have the opportunity to become part of a team that takes pride in what we build, how we serve our customers, and how we work together.

• Medical & Prescription Coverage – available to full-time employees beginning the first of the month following 60 days of employment.
• Dental Coverage – employee coverage paid by EDCO; family coverage available at the employee's expense.
• Vision Coverage – available beginning the first of the month following 60 days of employment.
• Company-Paid $25,000 Life & AD&D Insurance
• Long-Term Disability Insurance – company-paid coverage providing 60% of earnings once approved.
• Paid Sick Leave
• Paid Vacation – vacation accrual increases with tenure, with up to 160 hours available for employees with 10+ years of service.
• 401(k) Plan – employee contributions are unmatched; eligibility begins after six months of employment and meeting plan requirements.
• EDCO Profit Sharing – available when business conditions permit.
• Paid Holidays – including major holidays and a birthday holiday.
• Educational Assistance – eligible employees may receive reimbursement of up to 100% of tuition costs for approved, job-related courses after 12 months of continuous employment.

Benefits are subject to applicable eligibility requirements and plan provisions.

EDCO is a manufacturer of professional equipment serving customers across the construction and rental industries. We are proud of our products, our customers, and the people who make EDCO successful.

At EDCO, we believe in continuous improvement, strong communication, teamwork, and getting 1% better every day.

If you're looking for an opportunity where your work directly impacts the customer experience and where you can grow your product and industry knowledge, we'd love to meet you.