Customer Support Representative

Job Description

Are you passionate about helping customers and making processes run smoothly? At EDCO Products , we’re seeking a Customer Support Representative who thrives on organization, accuracy, and problem-solving. Based in Hopkins, MN, you’ll be a key member of our Operations team, ensuring every order is right, every shipment is on time, and every customer interaction reflects our commitment to quality and service. If you enjoy collaborating across teams, taking ownership of challenges, and making a tangible impact every day, this is the role for you. This full-time, non-exempt position is based in Hopkins and reports to the Customer Support Manager. This is a position with normal working hours of Monday – Friday, 7:00 a.m. to 4:30 p.m.

As part of our hiring process, please complete this Predictive Index Assessment:

Essential Duties & Responsibilities

An individual in this position must be able to successfully perform the essential duties and responsibilities listed described. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

• Serve as the primary point of contact for customer inquiries, order status, product information, and issue resolution.
• Provide clear communication regarding lead times, availability, pricing, and delivery timelines.
• Handle escalated customer issues with professionalism, urgency, and ownership.
• Ensure all orders meet EDCO’s standards for accuracy, completeness, and on-time processing.
• Verify order details, configurations, and product codes to minimize errors and rework.
• Assist in managing returns and credits with efficiency and adherence to company policies.
• Work closely with Inside Sales, Scheduling, and Distribution to support seamless order flow and customer satisfaction.
• Communicate product shortages, or changes proactively to customers and internal partners.
• Participate in process improvement initiatives aimed at increasing the Perfect Order Index (POI), OTIF performance, and accuracy.
• Maintain accurate customer records, order histories, and