Customer Service Representative
Description
Company Overview
Specified Technologies Inc. (STI) is an industry leader in the development of firestopping systems, smoke and sound control products, and innovative construction solutions. For over 36 years, STI has partnered with contractors, engineers, and building owners to provide tested, trusted, and code‑compliant solutions worldwide.
Headquartered in Somerville, New Jersey, the company has grown to serve multiple markets and geographies and remains committed to innovation, safety, and performance in passive fire protection.
Role Description
We’re seeking a Customer Service Representative who will be responsible for processing customer orders, returns, account adjustments, inquiries, and complaints while providing timely, accurate, and professional customer service. They will communicate with customers to address questions and resolve issues efficiently. Work with internal teams as needed to meet customer needs and maintain positive customer experience by performing the following duties.
This is a hybrid role based out of our Corporate Headquarters in Somerville, New Jersey with an expectation of three days per week in the office.
What You’ll Do:
- Process customer orders, literature requests, and sample requests through the ERP system.
- Assist customers with product inquiries, distributor information, pricing, availability, and order status.
- Resolve customer concerns and coordinate follow-up with internal teams.
- Partner with internal departments and carriers to support order fulfillment and shipment tracking.
- Manage product returns and related customer credits.
- Support account setup, adjustments, and credit processing.
- Serve as a liaison between customers, representatives, and internal departments.
- Support EDI order processing and partner communications.
- Perform other duties as assigned.