Customer Service Representative

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Isolatek International, the industry leader in the marketing and manufacturing of passive fire protection materials for the construction industry has an immediate opening for a full time Customer Service Representative in our Product Services Department at its corporate headquarters in Stanhope, NJ.

The Customer Service Representative establishes a working relationship with customers by ensuring high customer satisfaction while providing and maintaining excellent service standards.


  • Processes, modifies or cancels customer orders per departmental policies and procedures
  • Effectively manages large volumes of telephone, fax or e-mailed orders
  • Processes and follows orders from receipt to shipping
  • Handles and resolves customer complaints
  • Provides appropriate solutions and carries them out to resolve issue
  • Provides timely and accurate information to customers regarding order status
  • Consults with manufacturing, third-party warehouses or logistics personnel to expedite, trace and track shipments
  • Confirms/verifies delivery dates of orders
  • Maintains warehouses to reflect current order status
  • Identifies and assesses customers’ needs to achieve satisfaction
  • Conducts open, interactive communication with customers
  • Maintains order files for customer orders and logistic acknowledgement; maintains telephone order log
  • Maintains customer order file (blanket) to ensure that job specifications and pricing are accurate
  • Processes return and diversion orders
  • Processes and completes credits and re-bills, when applicable
  • Processes wool fiber orders, as needed
  • Collects and maintains customer complaint files; notifies appropriate personnel about complaints; gathers and documents corrective action taken and notifies
  • Places orders for office supplies
  • Handles Sherwin Williams (SW) account orders; keeps track of SW’s EDI system/purchase orders and pricing; contact for all stores
  • Performs other duties, as assigned

Minimum of two years related experience and/or training – preferably in the construction industry

Problem Solving: Identify and review problems to effectively evaluate options and
implement solutions

Critical Thinking: Use logic and reasoning to identify strengths and weaknesses of alternative solution, conclusions or approaches to problems

Judgment and Decision Making: Considering the relative costs and benefits of potential actions to choose the most appropriate one

High school diploma or GED is required.

SKILLS: (e.g., computer, laboratory, language, typing, supervising, use of equipment,

  • Excellent customer relation and communication skills
  • Time management, the ability to organize and manage multiple priorities
  • Computer proficiency
  • Strong interpersonal skills
  • Genial personality
  • Commitment to Isolatek International’s values
  • Sufficient product knowledge to ensure customer’s needs are met Ability to
    work in a team environment

Isolatek International offers an attractive compensation package, including 401(k) plan. To be considered, please send your letter of interest and resume in confidence to Isolatek International. Relocation benefits are not offered. No phone calls please. No agencies please. EOE

ISOLATEK INTERNATIONAL provides passive fireproofing materials under the CAFCO® and FENDOLITE® trademarks throughout the Americas and under the ISOLATEK® trademark throughout the world.

Isolatek International
41 Furnace Street
Stanhope, NJ 07874
800-631-9600 | 973-347-1200

© 2019 Isolatek International, All Rights Reserved.