Position Name: Customer Service Representative

Status:  Permanent full-time                                                     Salaried Position 

              8:30 a.m. to 5:00 p.m., Monday to Friday

Department:  Customer Service

Reports To:  Customer Service Supervisor


Purpose of Position:

To be the customer service contact person work directly with customers by email and phone to understand and interpret customer needs and product details.

Result Areas of the Position:

  • To improve Sterling’s position relative to the ‘8 competitive factors’
  • Price
  • Profit margin potential for reseller
  • Quality of Design
  • Quality of Manufacturing
  • On Time Performance  /product delivery/phone calls returned/product quotes
  • Lead Time/Turnaround
  • Features and Services (value added non product contributions)
  • Sales / Marketing / Brand Name / Reputation
  • Acting on action plans to meet goals.
  • Ensure ISO 9001 quality control compliance and documentation


  • Ability to work with minimum supervision
  • Proficient in Microsoft Office programs – with emphasis on Outlook and Excel
  • Exceptional organizational and follow through skills
  • Very detail and task oriented
  • Effective communication and interpersonal skills with good writing skills
  • Self-motivated
  • Ability to function well in a fast paced multi-task environment; thrive on challenges
  • Prompt reliable attendance, professional appearance
  • Team player

Key Accountabilities:

  • Key point of contact for clients placing orders and inquiries
  • Activities involve processing information for placing orders, proofs, quotations and general inquires by email, phone and walk in clients
  • Working within current automated and manual procedures to process client orders for production.
  • Ensuring effective communication between clients, customer service and production.
  • Learning about Sterling’s suite of products specific to your client base to effectively respond to client inquiries
  • Comply with companies processes and procedures
  • Other duties as assigned

Perform activities required by the ISO 9001 and Sterling Quality Management System    ISO ACC304