Customer Service Representative

Position Summary:

The Customer Service Representative (CSR) supports Kirst Process Equipment's customers by managing customer inquiries, quotations, orders, service-related activities, and administrative support functions. This role serves as a central point of coordination between customers and internal teams, helping ensure accurate order processing, timely communication, and a positive customer experience from initial inquiry through fulfillment.

Working under the supervision of the Inside Sales Manager, the CSR collaborates with Sales, Operations, Accounting, Service, suppliers, and customers to support daily business operations in a fast-paced, small-office environment.

Key Responsibilities:

- Triage and manage customer inquiries via phone, Customer Portal, QQR, CRM queues, shared inboxes, and other communication channels, ensuring timely and accurate responses.

- Prepare Quick Quote Requests (QQR) and standardized quotes, validating requirements before release.

- Convert quotes to orders and confirm configuration, pricing, terms, and documentation are complete and accurate.

- Enter, process, and maintain customer orders with a strong focus on detail, accuracy, and data integrity.

- Finalize orders for planning and execution in ERP (LN), ensuring all required fields, attachments, and supporting documentation are complete and accurate.

- Review order documentation, pricing, lead times, and delivery commitments; identify gaps or conflicts and drive resolution.

- Build and distribute customer documentation packages related to orders, ensuring records remain complete and traceable.

- Issue and verify order acknowledgements promptly, confirming details align with customer expectations.

- Proactively expedite orders and communicate realistic delivery updates to manage customer expectations.

- Coordinate with Inside Sales, Applications Engineering, Projects, Outside Sales, Planning, Purchasing, Warehouse personnel, suppliers, and customers to keep work moving and issues resolved.

- Assist in monitoring open orders and backlog activity, following up on action items, delays, and customer commitments to support timely resolution.

- Maintain accurate CRM records, shared communications, notes, and next steps, ensuring timely follow-up, effective handoffs, and visibility of customer activity.

- Own customer orders end-to-end, from inquiry through fulfillment, ensuring consistent follow-up and clear communication.

- Follow established workflows and contribute to continuous improvement initiatives that reduce errors and enhance the customer experience.

- Coordinate service-related activities, including case management, quotations, orders, equipment evaluations, returns, and related documentation, ensuring accurate follow-through and communication throughout the process.

- Provide general administrative and office support, including phone coverage, record management, office organization, and other operational duties as needed.

Qualifications

- High School Diploma required.

- 1-3 years of experience in customer service, order management, inside sales support, administrative support, or a related role preferred.

- Strong customer service orientation with professional written and verbal communication skills.

- Strong attention to detail, accuracy, and documentation discipline.

- Ability to manage multiple priorities, maintain organization, and follow through on commitments in a fast-paced environment.

- Proficiency with Microsoft Office applications, including Outlook, Excel, Word, and Teams.

- Familiarity with CRM and ERP systems; experience with LN or similar ERP systems preferred.

- Strong problem-solving and interpersonal skills with the ability to collaborate effectively across departments and with customers and suppliers.

- Customer-focused mindset with a sense of ownership, accountability, and flexibility to support a variety of business needs.

Please Note:

- Sponsorship is not available for this role. Applicants who currently hold, or will require in the future, visa sponsorship (e.g., E, F-1/OPT/CPT, H-1, H-2, L-1, B, J, or TN) are ineligible

About Bray International

Founded in 1986 Bray International is a global leader in industrial valves, actuators, and control products, delivering innovative flow control solutions to customers in more than 40 countries. As a privately held company with nearly four decades of engineered excellence, Bray has built a strong reputation for high-performance products, superior value, and exceptional customer service. Our fully integrated product line serves over 12 diverse industries , meeting the rigorous demands of the process sector with reliability and precision. Driven by a long-standing commitment to excellence, Bray offers the stability of a trusted, privately owned organization that continues to grow through innovation, collaboration, and integrity. Guided by our vision to be the most respected and successful valve, actuator, and controls company in the world, Bray places people—our employees, customers, and partners—at the heart of everything we do. We pursue progress through continuous improvement, a family-like culture, and an entrepreneurial spirit that shapes the future of flow control solutions.

As a federal subcontractor, Bray International Inc., its affiliates, and subsidiaries comply with the Drug-Free Workplace Act and applicable federal law. Employment is contingent upon a successful background screening and compliance with federal requirements, including drug testing for controlled substances under the federal Controlled Substances Act, which includes marijuana. This requirement applies regardless of state or local marijuana/cannabis laws.

Why Work for Us?

At Bray International, we are the leading provider of industrial valves, actuators, and related control products, renowned for our innovative flow control solutions worldwide. Joining our team means becoming part of a company that values excellence, integrity, and collaboration.

What We Offer:

- Competitive Pay Plans

- Comprehensive Benefits: Enjoy industry-leading benefits effective the first of the month after you have worked 30 days, including:

- Medical, dental, vision, and life insurance

- Paid holidays and vacation

- 401(k) plan with matching contributions

- Healthy Work Environment: We provide a smoke-free, drug-free workplace to ensure a safe and productive atmosphere for all employees.

- Career Growth: We are committed to your professional development, offering numerous opportunities for advancement within the organization.

- An Exceptional Company Culture: Bray is a Privately-owned and operated business with over 30 Years of Engineered Excellence

Join Bray International and be part of a dynamic team dedicated to shaping the future of flow control solutions!