Customer Service Representative

JOB TITLE: Customer Service Representative

REPORTS TO: Inside Sales Manager

STATUS: full time, non-exempt

LOCATION: Avon Lake, Ohio (onsite)

SALARY RANGE: $19.00-$21.00/hour based on interview outcome and qualifications

BENEFITS: Medical, dental, and vision insurance, optional FSA/HSA, 401k with 6% employer match, life and AD&D insurance, Employee Assistance Program, short & long term disability, tuition reimbursement, 21.67 days of paid time off + 10 holidays

About Tidal Vision:

We believe that sustainability should not require customers to compromise on price, convenience, or performance. Our mission is to create positive and systemic environmental impact by making our biopolymer solutions cost competitive, more convenient, and better performing than the synthetic chemicals we displace. We value innovation and take pride in challenging the status-quo; we choose to view obstacles as opportunities. We value new ideas and encourage the team to apply creativity and invent new solutions to meet challenging demands. We foster open, direct communication, and a collaborative working environment through our unique approach to work culture. We value our employees and demonstrate that through our compensation and benefits programs and opportunities for growth and development.

Applied Specialties, Innovations LLC (ASI):

Applied Specialties, Inc. was founded in 1981 as a water treatment company that specialized in providing heavy industry clients with service and technology geared to individual needs. The founding concept was, and remains today, concentrated on solving client problems with as little chemicals as possible. ASI was acquired by Tidal Vision in 2024, and both work towards providing valuable solutions to our customers while serving our mission.

About Tidal Visions Unique Work Culture:

Tidal Vision strives to build and invest in the highest performing and most innovative team. We put our people and customers above process, avoid company-wide rules as much as possible, and have the courage to take unusual approaches to advance our mission. With this approach, we believe we can create a more flexible, fun, stimulating, creative, collaborative, and innovative organization.

Our commitment to developing, practicing and promoting direct and open communication, responsibility and freedom, and leading with and seeking context is a responsibility for every role at Tidal Vision.

Position Summary:

The Customer Service Representative serves as a key point of contact between ASI and its customers, ensuring a positive customer experience through responsive communication, accurate order processing, and proactive support. This role is responsible for coordinating customer requests, managing account information, supporting field and sales teams, and ensuring customers receive timely and effective solutions.

The ideal candidate is highly organized, customer-focused, and capable of managing multiple priorities in a fast-paced environment while maintaining a positive and professional attitude.

Key Responsibilities:

Customer Support:

• Serve as the primary point of contact for customer inquiries via phone, email, and other communication channels.
• Respond promptly and professionally to customer questions regarding products, services, orders, deliveries, and account information.
• Resolve customer concerns and escalate issues when necessary to ensure timely resolution.
• Build and maintain strong relationships with customers through exceptional service and communication.

Order Management:

• Process customer orders accurately and efficiently.
• Coordinate with operations, logistics, and sales teams to ensure timely order fulfillment and delivery.
• Monitor order status and proactively communicate updates to customers.
• Assist with order modifications, returns, and other customer requests.

Administrative Support:

• Maintain accurate customer records and account information within company systems.
• Prepare and distribute customer documentation, including invoices, reports, and service-related communications.
• Support contract administration and customer account management activities.
• Assist with data entry, filing, and other administrative functions as needed.

Coordination and Communication:

• Collaborate closely with sales, operations, technical service, and logistics teams to support customer needs.
• Coordinate customer service activities to ensure a seamless customer experience.
• Communicate customer feedback and market insights to management and internal stakeholders.
• Support scheduling and coordination of service visits, product deliveries, and customer meetings.

Continuous Improvement:

• Identify opportunities to improve customer service processes and operational efficiency.
• Contribute to team initiatives focused on enhancing customer satisfaction and retention.
• Support company efforts to deliver innovative and sustainable solutions to customers.

Basic Qualifications:

• 2+ years of customer service, administrative support, account management, or related experience.
• Strong verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Proficiency with Microsoft Office Suite and standard business software.
• Ability to prioritize tasks and manage multiple responsibilities effectively.
• Strong problem-solving and interpersonal skills.
• High school diploma or equivalent.

Physical Requirements:

• Ability to sit and work at a computer for extended periods.
• Occasional lifting of office materials up to 20 pounds.
• Ability to communicate effectively in person, via telephone, and through written correspondence.

Licensing & Special Requirements

• Incumbent is subject to a criminal background check.

Tidal Vision and ASI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type 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 federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned including work in other functional areas to cover absences or relief, to equalize peak work periods, or otherwise to balance the workload. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.