Customer Service Representative in Clarence, New York at Dynabrade Inc

Dynabrade is seeking an energetic, detail-oriented, relationship-driven, and motivated to grow within a sales-focused organization. This individual enjoys working with people, takes ownership of customer needs, and brings a positive, team-first attitude to every interaction.

Customer Experience & Account Support

o Deliver responsive, professional, and solution-oriented support to customers through phone, email, and digital communication channels.

o Build strong customer relationships by providing consistent follow-up, timely communication, and proactive account support.

o Assist customers with product recommendations, pricing, availability, order status updates, shipping inquiries, and issue resolution.

o Help manage customer interactions on our new website and sales through our e-Shop platform.

o Coordinate repair returns, warranty requests, and customer return processes while ensuring a positive customer experience.

o Maintain accurate customer records, notes, and account activity within company systems.

Sales Coordination & Growth Support

o Prepare and process quotes, sales orders, and related documentation accurately and efficiently.

o Identify upselling and cross-selling opportunities based on customer needs and product applications.

o Assist with customer outreach initiatives, sales campaigns, and account retention efforts.

o Partner with internal departments to ensure smooth order processing and customer satisfaction from initial inquiry through delivery.

Operational Excellence

o Accurately enter and manage customer orders within the Sage ERP system.

o Monitor open orders, back-orders, and customer requests to ensure timely follow-up and resolution.

o Collaborate across departments to resolve product, shipping, inventory, or service-related concerns.

o Continuously develop product knowledge and industry understanding to better support customers and sales initiatives.

o Contribute ideas and process improvements that enhance customer experience and operational efficiency.

o Perform all work in accordance with established safety procedures.

o Follow all safety procedures and company policies.

o Maintain a professional, clean and safe work area.

o Other related duties as assigned.

· 2–5 years of experience in customer service, inside sales, account coordination, or sales support.

· Strong communication and interpersonal skills with a professional and confident phone presence.

· Excellent organizational skills with the ability to prioritize and manage multiple responsibilities.

· Customer-focused mindset with strong problem-solving and follow-through abilities.

· Comfortable working in a fast-paced, team-oriented environment.

· Proficiency in Microsoft Office applications, including Word and Excel.

· Experience with ERP or CRM systems preferred; Sage experience is a plus.

· Industrial, manufacturing, or technical product experience preferred.