Customer Service Representative at Metalcraft Inc – Mason City, Iowa

Customer Service Representative
Metalcraft

If you enjoy solving customer problems, managing details, and working across teams to get things done right, this role will push you beyond traditional customer service. Choose an employer that supports growth and values your input.

As a Customer Service Representative at Metalcraft, you will be a primary point of contact for customers, prospects, and sales. You’ll handle complex quotes, support larger accounts, and work with internal teams to deliver accurate, timely, and solution-focused support.

This position is on site in Mason City, working Monday through Friday, 8:00 AM to 5:00 PM.

What Will You Be Doing?

• Support customers and prospects by responding to inquiries and assisting with quotations
• Prepare and manage customer quotes, including more complex or higher-value requests
• Coordinate and send special samples to customers and prospects
• Own the flow of customer orders and proofs, ensuring accuracy and successful outcomes across internal teams
• Partner with sales representatives to support account activity and help move opportunities forward
• Enter and maintain customer and prospect information in the CRM according to established procedures
• Resolve customer questions, concerns, and complaints with a focus on solutions, follow-through, and long-term relationships
• Provide cross training and backup support within the Customer Experience Team
• Assist with projects and additional responsibilities as assigned by department leaders

What Skills Will You Need?

• Strong verbal and written communication skills
• Excellent organization, prioritization, and time management skills
• Proven interpersonal and teamwork skills
• A customer-first mindset—you enjoy interacting with people, asking questions, and understanding customer needs
• Ability to stay calm, professional, and effective in fast-paced or high-volume environments
• Comfort handling both routine customer service needs and more complex account-related requests
• Ability to take ownership of customer needs and follow through to resolution, even in complex or unclear situations

What Experience Is Helpful?

• One to three years of experience in customer service, sales support, or other customer-facing roles
• Steady, advancing experience in hospitality, restaurant, retail, or similar service-driven environments is highly valued
• Comfort working with multiple customers, priorities, and systems throughout the day
• Proficiency with Microsoft Word, Excel, and Outlook required; CRM experience preferred
• Customer service or sales-related training or seminars a plus

Why Work for Metalcraft?

In addition to being rock solid and rapidly growing, Metalcraft is recognized throughout North Iowa as a Top Workplace. We are a 100% employee-owned (ESOP) company, offering competitive benefits and a culture that values teamwork, development, and internal growth.

If you’re looking for a customer-focused role with room to expand your skills and responsibilities, we encourage you to learn more about us at www.idplate.com.

Metalcraft is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws.