Customer Service Representative at McGill Hose & Coupling Inc – East Longmeadow, Massachusetts

The CSR supports customers by identifying parts and hoses, processing and entering orders, confirming order details, fabricating hose assemblies, handling transactions, and ensuring an exceptional customer experience from start to finish. This position is fast-paced, hands-on, and requires strong communication, product knowledge, and problem-solving skills.

Key Responsibilities:

•Build and maintain strong relationships to promote repeat business.

•Enter, process, and confirm customer orders accurately and promptly.

•Support inside and outside sales representatives with quotes, follow-ups, and order information.

•Handle cash, credit card payments, and returns following company procedures.

•Assist customers by identifying hoses, fittings, and related parts, asking diagnostic questions, and offering solutions.

•Monitor, track, and close open sales and purchase orders, resolving discrepancies as needed.

•Research technical data to identify correct parts and components.

•Pull parts from inventory and assist in fabricating hose assemblies.

•Perform related warehouse duties as assigned.

•Greet customers professionally and ensure timely, courteous service.

•Resolve customer concerns or issues with professionalism and urgency.

•Maintain a clean, organized, and customer-ready counter area.

•Strong mechanical aptitude and ability to learn technical product information.

•Solid computer skills and comfort with order entry systems.

•Customer-service oriented with strong verbal and written communication.

•Ability to multi-task in a fast-paced environment and work with a sense of urgency.

•Must be a collaborative team player.

Desired Qualities:

• Highly motivated, self-starter, and detail oriented.

• Hose and fitting experience a plus