Customer Service Representative I

KEY-BAK - Customer Service Representative I

The Customer Service Representative I provides frontline support to customers, dealers, distributors, and internal teams by managing orders, resolving inquiries, and ensuring accurate and timely communication throughout the order-to-ship process. This role supports production, logistics, and sales by maintaining smooth customer interactions with a strong focus on accuracy, responsiveness, and problem-solving.

THE COMPANY YOU WILL BE JOINING:

• Global leader in retractable device solutions designed to keep your everyday essentials within reach
• Mission-driven: We are committed to providing the highest quality of equipment serving more than 20 professional industries
• Key-Bak is a division of Canopy Brands, the best home for the world’s mightiest small companies. Together, our family of brands generates more than $200 million in revenue and solves critical industry challenges across construction, industrial, municipal, utility, marine, and residential markets, supporting the essential systems and environments people depend on every day

WHAT WE OFFER YOU:

• High impact role on a winning team investing in growth and operations
• Meaningful autonomy and empowerment in a positive environment that supports development and recognizes achievement

WHAT THE ROLE DOES:

Customer Support & Communication

· Serve as the primary point of contact for customer inquiries via phone, email, and various portals

· Provide clear, professional, and timely communication regarding product information, pricing, order status, lead times, and shipping details

· Build strong customer relationships that promote trust and repeat business

Order Management

· Enter, review, and process customer purchase orders with high accuracy

· Verify product specifications, quantities, and pricing before submission to production

· Monitor orders through fulfilment, addressing delays, backorders, or discrepancies proactively

· Coordinate with planning, production, and warehouse teams to meet customer expectations

Issue Resolution

· Investigate and resolve customer concerns, including order issues, shipment delays, quality complaints, and returns

· Document customer issues and follow through until resolution is complete

· Escalate complex issues to supervisors or cross-functional teams as needed

Internal Collaboration

· Work closely with sales, operations, production planning, and logistics to communicate customer requirements

· Support the Territory Managers/Account Managers by providing updates and documentation

· Assist with inventory availability checks and lead time confirmation

Data & Systems Management

· Maintain accurate customer records, order notes, and communications in CRM/ERP systems (Acumatica)

· Generate basic reports for order trends, open orders, backorders, or customer activity

THE BACKGROUND THAT FITS:

• 1-2 years of customer service or order management experience; manufacturing environment preferred
• Strong communication and problem-solving skills. Team Collaboration will be required in this role
• High attention to detail and ability to manage multiple priorities
• Experience with ERP systems strongly preferred.
• Proficient in Microsoft Office (Excel, Outlook, Teams)
• Ability to read purchase orders and basic technical product information
• Strong customer focus, attention to detail, adaptability, and time management skills
• Ability to sit and work at a computer for extended periods

EQUAL EMPLOYMENT OPPORTUNITY

Key-Bak is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify or expression, national origin, age, disability, genetic information, veteran status or any other characteristic protected under applicable law.