Join a Team Where Customer Service Drives Success
At Eastern Controls (ECI), we believe exceptional customer experiences begin with exceptional people. As a Top Workplace in the Philadelphia region, we are a family-owned manufacturer's representative providing industry-leading process control solutions, services, and technical expertise to customers across Life Sciences, Chemical, Food & Beverage, Water/Wastewater, Power, Refining, and other essential industries.
For more than 55 years, we've built our reputation on technical excellence, responsiveness, and relationships. If you're detail-oriented, enjoy solving problems, thrive in a collaborative environment, and take pride in delivering outstanding customer service, we'd love to meet you.
As a Customer Service Representative, you'll play a critical role supporting our customers and sales team from quote through order fulfillment. You'll ensure every interaction reflects Eastern Controls' commitment to quality, accuracy, and responsiveness.
Your responsibilities will include:
Deliver an Exceptional Customer Experience
- Serve as a trusted point of contact for customers via phone and email.
- Respond promptly to customer inquiries regarding quotes, orders, deliveries, and product information.
- Proactively communicate order updates, shipment delays, and resolution of customer issues.
- Build strong relationships by providing responsive, knowledgeable, and professional support.
Process Customer Orders with Accuracy
- Review customer purchase orders for completeness and accuracy.
- Compare customer purchase orders to quotations and resolve discrepancies.
- Enter and process orders accurately within our ERP system.
- Verify pricing, payment terms, shipping instructions, commissions, and order assignments.
- Coordinate with manufacturers and internal departments to ensure timely fulfillment.
- Escalate complex or high-value orders for additional review when appropriate.
Manage Order Status & Follow-Up
- Monitor open orders and communicate delivery expectations.
- Track critical customer orders and provide proactive status updates.
- Maintain accurate notes and order records within our ERP system.
- Follow up after shipments to ensure customer satisfaction.
Support Quoting Activities
- Prepare basic product quotations using established pricing guidelines.
- Follow up with customers to answer questions and support sales opportunities.
- Assist the inside and outside sales teams with timely quote processing.
Collaborate Across the Organization
- Partner with Sales, Accounting, Logistics, Production, and Service to ensure seamless order execution.
- Participate in continuous improvement initiatives and special projects.
- Provide backup support for reception and other administrative functions when needed.
We're looking for someone who combines outstanding customer service with strong organizational skills and a genuine desire to help others succeed.
Successful candidates will demonstrate:
- Exceptional attention to detail and accuracy
- Outstanding verbal and written communication skills
- Strong problem-solving and critical thinking abilities
- Ability to manage multiple priorities in a fast-paced environment
- Excellent organizational and time management skills
- A positive, team-first attitude
- Professionalism, accountability, and integrity
- Passion for delivering an exceptional customer experience
- Curiosity and willingness to continuously learn our products and industry
