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Customer Service Representative

Lindenmeyr Munroe

Austin, TX 78724 • $40,000 to $60,000 / yr • 10/15/2026

Call Center , Customer Service , General , Professional

Job Description

Job Description

Customer Service SOP & Expectations

"Customer Comes First"

Purpose

To define clear expectations for Customer Service to ensure consistent execution, strong sales partnership, and a bestinclass customer experience aligned with the Lindenmeyr brand.

Role Overview

Customer Service plays a critical role in supporting Sales, operations, and customers by executing orders accurately, communicating proactively, and reinforcing Lindenmeyr’s reputation for reliability, responsiveness, and service excellence.

Core Expectations

  1. Sales Partnership & Support
  • WIN AS ONE approach- Answer all inbound calls in a timely and professional manner
  • Act as an extension of the Sales team
  • Communicate order status, pricing, and lead times proactively
  • Flag risks and customer concerns immediately
  • Support onboarding and key initiatives

Performance Standard: Timely, accurate execution that builds trust and supports Sales

2. Customer Experience & Communication

  • Respond promptly and professionally
  • Own requests from start to resolution
  • Communicate delays and next steps clearly
  • Maintain a solution-oriented mindset

Performance Standard: Customers experience Lindenmeyr as reliable and easy to work with

3. Order Accuracy & Execution

  • Verify items, specs, and description for all direct/warehouse orders internally and with the mill before processing.
  • Ensure correct pricing, quantities, and delivery details
  • Follow all internal and vendor processes
  • Maintain accurate documentation and invoicing

Performance Standard: Orders are executed right the first time

4. Internal Processes & Accountability

  • Use ERP, CRM, and workflows consistently
  • Communicate across departments clearly
  • Escalate issues with solutions
  • Manage workload effectively

Performance Standard: Dependable execution with minimal oversight

5. Teamwork & Continuous Improvement

  • Support team coverage
  • Promote collaboration
  • Identify process improvements
  • Adapt to change

Performance Standard: Team-first mindset supporting growth

Measurement & Accountability

Performance is evaluated using a combination of day-to-day execution, behavioral consistency, and overall contribution to team and customer success.

Semi-annual performance reviews will be conducted to evaluate overall performance based on the following:

  • Responsiveness and follow-through
  • Order accuracy
  • Communication quality
  • Process adherence
  • Support for customer retention and satisfaction
  • Attendance, reliability, and dependability
  • Professionalism and workplace conduct

Managers will also consider:

  • Consistency of performance over time
  • Willingness to improve and adapt
  • Initiative and ownership of responsibilities
  • Contribution to team collaboration and overall service quality

Performance reviews are intended to provide constructive feedback, recognize accomplishments, identify development opportunities, and support ongoing employee growth and success.