Position Title: CSR (Customer Service Representative) II
Department: Project Management
Reports To: Director of Project Management
FLSA Classification: Non-Exempt
Job Type: Full-Time (On-Site)
Schedule: Monday–Friday
About Piping Technology & Products (PT&P)
Founded in 1978 and based in Houston, TX, PT&P is a leading manufacturer of engineered pipe supports and other piping system products used in power, refining, chemical, and related industries. We’re known for fast turnaround, reliable quality, and a strong commitment to helping our customers keep critical infrastructure running. With a wide range of in-house capabilities, PT&P continues to grow while staying focused on innovation, service, and long-term partnerships. Join our team and help deliver solutions that keep critical infrastructure running safely and efficiently.
Position Summary
The Customer Service Representative – Manufacturing serves as a key connection between PT&P customers and internal operations teams. This position keeps customers informed throughout the manufacturing process by providing timely, accurate updates, researching order details, answering questions, and coordinating the resolution of order-related concerns.
The ideal candidate is a responsive, organized communicator who enjoys supporting customers, collaborating across departments, and managing multiple priorities in a fast-paced manufacturing environment.
Key Responsibilities
- Provide customers with timely and accurate updates regarding manufacturing, inspection, and shipping status.
- Respond professionally and promptly to customer inquiries by telephone and email.
- Review shop-order information and monitor orders throughout the manufacturing process.
- Coordinate with Production, Quality Control, Shipping, Sales, and other internal teams to obtain current and accurate order information.
- Communicate potential delays, schedule changes, shipment updates, and other important developments to customers.
- Assist with resolving order-related concerns by researching details, coordinating follow-up, and keeping customers informed.
- Maintain accurate records of customer communications, commitments, questions, and order updates.
- Follow up on open questions and outstanding customer requests through resolution.
- Build positive, professional working relationships with customers and internal team members.
- Escalate urgent, sensitive, or complex customer concerns to the appropriate department or manager.
- Perform additional customer service and administrative duties as assigned.
