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Customer Service Representative



Customer Service Representative

  • 492797
  • Remote
  • Palmyra, New York, United States
  • Garlock
  • Sales & Marketing
  • Full-Time/Regular


This position is accountable for providing quality service by handling inbound orders in a customer contact center. Performs duties that require knowledge of company policies and procedures, including pricing, contract review, product specifications and applications, quote and order entry, returns and credit requests.    



  • Performs contract review on incoming orders, including  shipping terms, freight terms, and methods to insure the accurate information is entered and products are shipped according to the customer’s request.  

  • Adhere to company and departmental policies with regards to attendance, daily schedules and call handling expectations. 

  • May act as inside contact and liaison for Garlock Customers, Area Managers, Regional Managers, Product Line Marketing personnel, Quality Assurance, Engineering, and/or shipping to clarify questionable items on quotations and orders with assistance.  

  • Sales Order changes are made and appropriate individuals are notified in accordance with company policy and customer requests.  

  • Prepares Special Order Checklists as necessary.  Sales Order changes are made and appropriate individuals are notified in accordance with company policy and customer requests.  

  • Contributes towards a positive work environment, is a team member by working cooperatively with other Garlock departments, attending and participating in meetings and other Garlock functions.  

  • Positively embraces and drives change.    

  • Follows up on expedites provided by customer care team.    

  • Maintains accurate records of all correspondence received and sent, including formal and informal quotations, internal memos, procedures, instructions, sales orders, technical data, etc. 

  • Participates in project teams as assigned.  

  • Develops, demonstrates and maintains a basic working knowledge of Garlock products, services and company policies.  Shows a desire and motivation for growth and learning.  

  • May be required to edit and correct orders received.  

  • Required to understand shipping terms, freight terms, and methods to ensure the accurate information is entered and products are shipped according to the customer’s request. 

  • Manages and distributes workload from shared mailboxes.  



  • Collaborates:  Building partnerships and working collaboratively with others to meet shared objectives.   

  • Manages conflict:  Handling conflict situations effectively, with a minimum of noise.   

  • Demonstrates self-awareness:  Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.   

  • Self-development:  Actively seeking new ways to grow and be challenged using both formal and informal development channel.  


  • Associates Degree in Business or equivalent experience  

  • Professional verbal and written communication and listening skills    

  • Comfortable working with computers using a variety of applications in a windows environment.  

  • Ability to perform multiple functions in a fast-paced working environment.  

  • Analytical and problem solving abilities.  

  • Flexibility in work schedule.  

  • Basic organizational skills.  

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GLOBAL PERFORMANCE: Nearly half of annual sales are generated in markets outside the U.S.

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