Customer Service Representative

Customer Service Representative

Steves & Sons, Inc. | Lebanon, Tennessee
Schedule: Monday–Friday, 10:00 a.m.–7:00 p.m.
Work Location: On-site

About Steves & Sons

Founded in 1866, Steves & Sons is a family-owned manufacturer of quality doors and door systems. Our continued success is built on craftsmanship, customer satisfaction, and the people who support our customers and manufacturing operations every day.

Position Summary

Steves & Sons is seeking an organized, detail-oriented Customer Service Representative to support our Lebanon facility and serve as a key connection between customers, sales, production, quality, and logistics.

This on-site position manages the customer order cycle, from quotation and order entry through shipment and delivery. The successful candidate will communicate professionally, maintain accurate records, coordinate across departments, and resolve issues to support timely order fulfillment and customer satisfaction.

Key Responsibilities

• Accurately enter and process customer orders, reviewing pricing, quantities, product specifications, and delivery requirements.
• Provide timely order confirmations, status updates, and responses to customer inquiries.
• Respond professionally to phone calls, emails, quotation requests, and customer concerns.
• Assist sales managers with account setup, pricing updates, customer profiles, special pricing, contracts, and account-specific requirements.
• Coordinate with the Master Scheduler, Quality, and Shipping departments to align order requirements with production and delivery schedules.
• Release production orders in accordance with established procedures.
• Coordinate shipments with carriers, including JB Hunt, and track delivery progress.
• Work with internal teams to resolve order discrepancies, shipping delays, quality concerns, and other customer issues.
• Maintain accurate customer, order, and shipment records.
• Manage competing priorities while providing consistent follow-through and customer service.
• Perform other related duties as assigned.

Qualifications

• Customer service, order management, or related experience in a manufacturing or distribution environment is preferred.
• Strong organizational skills and attention to detail.
• Excellent verbal and written communication skills, including a professional phone and email manner.
• Ability to review pricing, quantities, specifications, and order information accurately.
• Ability to prioritize tasks and coordinate with multiple departments in a fast-paced environment.
• Proficiency with Microsoft Office Suite and the ability to use order management systems and ERP software.
• Strong problem-solving skills and a collaborative approach to resolving customer concerns.
• Commitment to reliable attendance, timely follow-through, and customer satisfaction.

What We Offer

At Steves & Sons, we believe our employees are our greatest asset. We provide a comprehensive benefits package designed to support your health, financial well-being, work-life balance, and professional growth. Join a team that values hard work, rewards performance, and invests in your success. At Steves & Sons, you're not just taking a job, you're building a career

Health & Wellness

• Medical coverage with multiple plan options
• Dental Insurance
• Vision Insurance
• Telehealth and virtual care services
• Employee Assistance Program (EAP)
• Medical transportation coverage
• Wellness resources and healthcare support

Career Growth & Development

• Opportunities for professional growth and career advancement
• Internal promotion opportunities
• Ongoing learning and skill development
• The chance to build a long-term career with a growing organization

Financial Security

• Company-Paid Basic Life & AD&D Insurance
• Voluntary Life Insurance for employees and dependents
• Short-Term Disability coverage
• Flexible Spending Accounts (Medical FSA and Dependent Care FSA)
• Legal and Identity Theft Protection plans

Retirement Planning

• 401(k) and Roth 401(k) options
• Generous company match to help you save for the future

Time Off & Additional Perks

• 40 hours of vacation after 90 days of employment
• Paid company holidays
• DailyPay access for paycheck flexibility
• Employee discount marketplace
• Pet Insurance
• Employee recognition and service award programs

Benefits are subject to applicable eligibility requirements and plan terms.

Essential Functions and Physical Requirements

Employees must be able to perform the essential functions of this position safely and effectively, with or without reasonable accommodation. Essential functions include:

• Use computers, telephones, and standard office equipment to process orders, maintain records, and communicate.
• Review and accurately interpret customer orders, pricing, product specifications, and shipping information.
• Exchange information effectively with customers, carriers, and internal teams through phone, email, and other business communication channels.
• Perform computer-based work for extended periods, with opportunities to change position as duties permit.
• Move within office areas and access relevant departments as needed to coordinate customer orders.

Work Environment

Work is primarily performed in an office setting within a manufacturing facility. When entering production or shipping areas, employees must follow all posted safety procedures, remain aware of moving equipment, and wear required personal protective equipment.

ADA Compliance Statement

The Company provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and applicable state laws. Qualified individuals must be able to perform the essential functions of the position, with or without reasonable accommodation, and in a manner that does not create a direct threat to the health or safety of themselves or others.

How to Apply

If you are an organized, customer-focused professional who takes pride in accuracy, communication, and follow-through, we invite you to submit your application and résumé.

Build strong customer relationships. Build your career with Steves & Sons.

Equal Opportunity Employer

Steves & Sons, Inc. is an equal opportunity employer. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.