Customer Service and Logistics Specialist

Job Description

Customer Service Representative (Early-Career / 2+ Years Experience)

New England Wire Products | In-Person | Full-Time

New England Wire Products is a family-owned, domestic manufacturer of high-quality wire display racks and shelving solutions. For decades, we’ve partnered with customers across the U.S. to deliver dependable products backed by responsive, relationship-driven service.

We are seeking a Customer Service Representative with 1–3 years of professional experience who is ready to take ownership of customer relationships, manage orders with minimal oversight, and collaborate closely with internal teams to ensure a seamless customer experience. This role is well-suited for someone who has moved beyond entry-level support and is looking to deepen their impact within a manufacturing and operations-focused environment.

Role Overview

As a Customer Service Representative, you will serve as a trusted point of contact for assigned customers, managing the full order lifecycle from intake through delivery. You will work cross-functionally with Sales, Production, and Shipping to anticipate needs, resolve issues, and ensure accuracy, timeliness, and consistency in all customer interactions.

This role requires strong communication skills, sound judgment, and the ability to manage multiple priorities in a fast-paced, detail-driven environment.

Key Responsibilities

Customer & Order Management

• Manage customer orders end-to-end, including order entry, confirmations, changes, and delivery coordination
• Provide accurate and timely updates on order status, lead times, and product availability
• Serve as a primary point of contact for assigned customer accounts
• Identify and resolve order discrepancies, shipping issues, or service concerns with a solutions-oriented approach

Customer Communication & Relationship Building

• Deliver professional, consistent communication via phone and email
• Build familiarity with customer preferences, product usage, and ordering patterns
• Proactively follow up to confirm accuracy, satisfaction, and on-time delivery
• Escalate complex or time-sensitive issues appropriately while maintaining customer confidence

Cross-Functional Collaboration

• Partner closely with Sales, Production, and Logistics teams to align customer expectations with manufacturing realities
• Communicate clearly across departments to support scheduling, prioritization, and problem-solving
• Participate in process improvement discussions related to order flow, customer communication, and efficiency

Systems, Documentation & Accuracy

• Maintain accurate records in internal systems related to orders, customer communication, and changes
• Ensure high attention to detail across pricing, quantities, shipping details, and documentation
• Follow established processes while identifying opportunities for improvement

Qualifications

• Bachelor’s degree required (business, communications, supply chain, or related field preferred)
• 1–3 years of experience in customer service, account coordination, order management, or a related role
• Experience working in manufacturing, distribution, or B2B environments preferred
• Strong written and verbal communication skills with a professional demeanor
• Highly organized with the ability to manage multiple priorities and deadlines
• Comfortable using Microsoft Office and learning ERP or order management systems
• Proactive, dependable, and team-oriented with strong follow-through

Why Join New England Wire Products?

• Opportunity to take ownership and grow within a stable, family-owned manufacturing company
• Hands-on exposure to sales, operations, and production processes
• Collaborative, low-ego team environment with long-term employee tenure
• Clear path for increased responsibility and career development

Job Details & Benefits

• Job Type: Full-time
• Work Location: In person

Benefits Include:

• 401(k) with company match
• Health insurance
• Dental insurance
• Paid time off