Customer Service Representative & Order Processor, Saugerties

Customer Service Representative (CSR) & Order Processor
Markertek, a division of Tower Products Incorporated, is a highly specialized broadcast and professional audio supply house serving the technical side of the media industry worldwide.
Our customers include many of the most respected names in video production: NBC, Netflix, the NFL, and countless others.
Joining Markertek means becoming part of a collaborative, customer-focused team that supports the professionals shaping today's media.
Position Overview:
We are seeking a Customer Service Representative (CSR) & Order Processor to join our growing team.
This role offers full training and a clear path for professional growth.
Success in this position is driven by a responsive, responsible, and "can-do" attitude, the same attitude our customers rely on every day.
As a CSR, you will serve as a primary point of contact for our customers while building a strong foundation for a long-term career at Markertek.
Through training and cross-departmental collaboration, you will gain exposure to many areas of the business, including sales, marketing, purchasing, manufacturing, shipping, and accounting.
What You'll Learn and Do:
Understand how Markertek generates revenue and operates profitably
Serve as a first point of contact for customer inquiries via phone, email, chat, and web
Qualify customers and guide them to the appropriate internal resources
Manage assigned customer transactions from inquiry through resolution
Prioritize and multitask effectively across multiple communication channels
Continuously develop technical knowledge of our products, industry, and markets
Begin building relationships with vendors and business partners
Contribute to a supportive, team-oriented environment built on trust and collaboration
Key Responsibilities:
Be prepared and ready to work at the start of your scheduled shift
Handle and qualify inbound communications, including phone calls, sales emails, and live chats
Assist customers with:
Standard pricing and product availability
Order and purchase order status
Returns and RMA processing
General inquiries (directions, operational questions, etc.)
Basic shipping quotes
Entry-level product recommendations based on knowledge level
Perform basic order entry accurately and efficiently
Route calls and inquiries to appropriate departments as needed
Troubleshoot and report website issues
Process tax certificates, credit applications, and catalog requests
Manage live chat interactions (escalating technical inquiries when required)
Handle all returns for unassigned accounts and web orders, including follow-up
Support unassigned web orders with customer communication and follow-up
Enter and manage Kanban rush orders
Maintain and manage customer contact records (add, edit, activate/deactivate)
Become fluent in all aspects of order entry systems
Understand and adhere to the Employee Manual and Core Values
Skills and Qualifications:
Strong empathy and customer-first mindset
Ability to adapt and remain flexible in a fast-paced environment
Calm, clear-headed approach to problem-solving
Excellent verbal and written communication skills
Proven active listening and interpersonal skills
Strong organizational, prioritization, and multitasking abilities
Proficiency with:
Order entry and order status systems
Stock and availability checks
Microsoft Office (email, Word, inbox management)
Ability to communicate professionally with customers, vendors, and team members
Comfortable navigating websites and third-party tools for shipping, order tracking, and product research
Strong documentation habits and appreciation for efficiency
Intermediate understanding of the Markertek website and ability to assist customers through product selection and checkout
Professional demeanor in person, over the phone, and in writing
Competitive Benefits Include:
Medical, dental, and vision insurance
Life insurance
Paid time off
401(k) retirement plan
Profit-sharing bonus program
Employee Stock Ownership Plan (ESOP)
Additional Information:
Tower Products Incorporated 100% Employee-Owned Located in Saugerties, NY Equal Opportunity Employer (EOE)
This job description is not intended to be an exhaustive list of duties or responsibilities.
Duties, responsibilities, and activities may change at any time with or without notice.
Mon - Fri, 8:30am - 5:00pm Full-time, 40 hours a week, In-house