Job Description

CUSTOMER SERVICE REPRESENTATIVE

ROLE OVERVIEW

As a Customer Service Representative (CSR) you will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The position will also provide internal support to Regional Sales Managers and Assembly Technicians by communicating customer needs and updating information in the ERP system. This position supports Kwik Lok production activities through the manufacture of Kwik Lok closures with a focus on continuing improvement of quality, food safety, and manufacturing processes.

POSITION RESPONSIBILITIES AND RESULTS

• Assist customers and distributors with quotes and/or orders in both English and Spanish
• Support Regional Sales Managers (RSM) by providing Lok samples and quotes; pricing and parts availability; and advisory services for machine sales
• Participate in bi-weekly meetings with assigned RSM to align on customer territory needs and strategies
• Support Assembly Technicians by assisting with customer technical support services and documentation, and service scheduling
• Enter and manage orders in the ERP system (NetSuite)
• Use problem solving techniques to assist customers and distributors with inquiries and complaints
• Initiate and process Return Material Authorizations and credits
• Facilitate collection, storage, and distribution of bag closure samples as requested

REQUIRED QUALIFICATIONS

• 2 years of experience in a customer service role
• Strong Microsoft Word and Excel skills
• Basic understanding of machine mechanics
• Excellent written and verbal communication skills
• Must be able to pass a pre-employment drug and background screening
• Must be legally authorized to work in the U.S. without sponsorship

KEY SKILLS AND ATTRIBUTES

• Ability to speak English and Spanish a plus
• Experience with ERP systems is a plus (we use NetSuite)
• Excited about providing amazing customer service and advocating for customers
• Conveys friendly and patient atmosphere both in person and over phone
• Advanced communication and listening skills
• Experienced in resolving conflicts and concerns
• Confident in troubleshooting and investigating to resolve issues
• Interested in understanding how Kwik Lok machines operate
• Able to work reliably and successfully in a deadline-driven environment
• Organized and detail-oriented, detecting inconsistencies in data and work with minimal supervision
• Able to work both independently and in collaboration with others
• Interested in innovating processes and products
• Seeks and accepts feedback for personal development

ALL THE DETAILS…

• Pay commensurate with experience : $23.12 – 25.23 per hour
• Schedule: Monday through Friday 7:00am to 3:30pm
• Insurance Benefits: Medical, Dental, Vision, Prescription, Life and Disability Insurance plans (60 day waiting period)
• Retirement Benefits: 401K Plan with company match (90 day waiting period - restrictions apply)
• Paid Time Off: (90 day waiting period, prorated for first year)
  • Vacation: 120 hours a year, with increases based on years of service
  • Holidays: 70 hours a year (8.5 days): 1 Floating Holiday, New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and the Friday following, half day on Christmas Eve, and Christmas Day
  • Sick Leave : 40 hours a year, accrued at 1 hour per 40 hours worked for hourly employees, salary employees prorated for first year
• Other Compensation : Employees may be eligible for annual performance bonuses
• Location: Yakima, WA
• Work environment: Office environment in a manufacturing facility. Noise level in office environment 10dB. Regularly sitting and/or standing at a computer. Constantly seeing, hearing, talking. Occasionally bends, squats, reaches, kneels, and may lift up to 15 lbs. on occasion.

To learn more about Kwik Lok, visit (

Kwik Lok is an Equal Employment Opportunity (EEO) employer. We strongly encourage people from underrepresented groups to apply. We value a diverse workforce and provide equal opportunities to all employees and qualified applicants without regard to race, color, religion, national origin, gender identity, sexual orientation, age, disability, marital status, genetic information, or status as a veteran. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job, or participate in the application and interview process.

To view labor compliance information, click here (

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