Receptionist/Customer Service Associate

COMPANY OVERVIEW

Ameritex Machine and Fabrication is a high mix, quick turn, and ISO 9001 2015 certified sheet metal and structural fabrication facility that uses a variety of equipment such as CNC Fiber Lasers, CNC punch presses, CNC press brakes, and tube lasers to support multiple assembly lines. As a rapid parts manufacturer, our company serves customers in energy, power generation, oil and gas, automotive, electric vehicle, and aerospace. We operate out of a state of the art 100,000 sqft facility in Conroe, Texas.

ROLE PURPOSE

The Front Desk & Customer Service Coordinator is the first impression of Ameritex for every customer, vendor, candidate, and visitor who calls or walks through the door. This role manages the front desk and main phone line, keeps visitor access safe and documented, and provides first-line customer service support by answering basic questions and routing inquiries to the right team.

This position combines reception, administrative support, and customer service. It is a strong fit for someone who is professional, organized, and comfortable juggling phones, visitors, and email at the same time.

CORE PHILOSOPHY OF THE ROLE

This role owns the front door. Every caller and visitor should be greeted promptly, helped professionally, and connected to the right person quickly. The Coordinator answers what they can, routes everything else accurately, and makes sure nothing falls through the cracks.

THIS ROLE Will

1. Greet and check in all visitors, customers, vendors, and candidates

2. Answer and route the main phone line and general inbox

3. Provide first-line customer service and route inquiries to the correct team

4. Maintain visitor logs and safety check-in requirements

5. Manage incoming and outgoing mail, packages, and couriers

6. Provide administrative support to HR and the front office

FRONT DESK & VISITOR MANAGEMENT

1. Greet visitors professionally and notify the appropriate host

2. Maintain the visitor sign-in log, badges, and NDA or safety acknowledgments as required

3. Ensure visitors receive PPE and basic safety instructions before entering the shop floor

4. Track visitors on site and support headcount during emergencies or evacuations

5. Schedule and prepare conference rooms for meetings, customer visits, and interviews

6. Keep the lobby and reception area clean, organized, and presentable

PHONES & COMMUNICATION

1. Answer the main phone line promptly and professionally

2. Route calls to the correct department or employee and take accurate messages

3. Monitor the general company inbox and forward messages to the right team

4. Maintain an up-to-date employee and department contact directory

CUSTOMER SERVICE SUPPORT

1. Answer basic customer questions such as hours, directions, contacts, and pickup or delivery logistics

2. Route quote, order, scheduling, quality, and NCR inquiries to the Estimating & Customer Service team

3. Log customer calls and contacts in the CRM as directed

4. Coordinate customer pickups and drop-offs with Shipping & Receiving

5. Provide backup support to the Customer Service team with basic data entry as assigned

ADMINISTRATIVE SUPPORT

1. Receive, sort, and distribute incoming mail and packages; process outgoing UPS, FedEx, and courier shipments

2. Order and maintain front office and breakroom supplies

3. Support HR with candidate check-ins, interview scheduling, and new-hire paperwork collection

4. Scan, file, and maintain front office records

5. Assist with company events, meetings, and catering orders

6. Perform additional tasks as assigned

MINIMUM QUALIFICATIONS

1. 1–2 years of experience in reception, front desk, customer service, or office administration

2. Professional phone manner and in-person presence

3. Working knowledge of Microsoft Office, especially Outlook and Excel

4. Clear, professional written and verbal communication

5. Strong organization and ability to multitask without losing accuracy

6. Discretion with confidential information

PREFERRED QUALIFICATIONS

1. Experience in a manufacturing, industrial, or distribution environment

2. Bilingual in English and Spanish

3. Exposure to a CRM or ERP system

4. Experience with multi-line phone systems and visitor management software

TRAINING PROVIDED

No prior knowledge of Ameritex systems is expected. Training covers:

1. The phone system, company directory, and call routing

2. Visitor check-in, safety, and PPE procedures

3. Basic CRM navigation and contact logging

4. How inquiries route to sales, scheduling, quality, NCR, and IT

5. Shipping, receiving, and courier procedures

KEY PERFORMANCE INDICATORS

1. Calls answered promptly with minimal abandoned calls

2. Accurate routing of calls, emails, and visitors to the right person or team

3. 100% visitor sign-in and safety check-in compliance

4. Timely processing of mail, packages, and shipments

ROLE EVOLUTION

This role offers exposure to customers, the Estimating & Customer Service team, and HR. A Coordinator who demonstrates accuracy, professionalism, and strong customer skills may be considered for openings in the Customer Service tier structure or other front office roles.

WORK ENVIRONMENT & PHYSICAL REQUIREMENTS

1. Front office setting within an active manufacturing facility; PPE required when on the shop floor

2. Prolonged sitting, phone, and computer work

3. Occasional lifting up to 25 lbs (packages and supplies)