Job Openings

Customer Service Representative II

The Customer Service Level 2 position is not entry level. We are looking for a highly experienced Customer Service Representative to join our team!

M&M offers a competitive compensation and benefits package to include:

Medical, Dental and Vision Insurance the 1st day of employment. We offer Vacation and Paid time off (DTO), Free Life Insurance, Matching 401k and Quarterly Profit Sharing. Additional benefits to include Long-Term and Short-Term Disability, AD&D, Critical Illness and Accident policies thru Aflac.

In this position you will work to ensure customers are beyond satisfied with all aspects of our company. We are the main touch point for our customers, so it is up to us to ensure they are handled with care.

M&M Industries holds the highest standard when it comes to Customer Service expectations. We have a reputation in this Industry for always putting our customers first.

In this position, you will answer incoming calls, respond to emails in a timely manner, enter customer orders, and invoice orders. You will work with various departments to resolve issues, such as, quality, shipping, billing, pricing, etc.

You will process customer returns, update customers on production delays or improvement requests. Unlike other Customer Service positions, we work very closely with Manufacturing, Shipping, Sales, and other various departments.

We are an integral part of daily production meetings and decisions. It is our main job to be our customer’s advocate! Other duties to be determined as Customer Service Manager deems necessary. See further details below.

Essential Functions:

  • Accurately Read incoming Purchase orders from customers and enter them into our system to create orders for production.
  • Maintain a full understanding of various customer pricing and products.
  • Update customer orders upon request.
  • Work with Production Planning to help with customer requests to improve ship dates, cancel orders, etc..
  • Assist the Art Team with customer sku/decoration changes.
  • Respond to customer service calls, emails, and website chats in a timely manner.
  • Attend daily production/logistics meetings and update customers as needed.
  • Process Customer Claims and support the Quality Team to resolve issues.
  • Process Returns of products.
  • Maintain Freshdesk tickets. This is the primary application Customer Service uses to communicate with customers and sales.
  • Have proficient skills in Excel so that you can run customer reports upon request.
  • Investigate Order invoice and freight invoice discrepancies. Work hand-in-hand with our accounting team.
  • Accurately Invoice customer orders each day.
  • Be willing to fill in for the receptionist when necessary. (Reception lunch coverage is required each week)
  • Must be ready to take on unexpected duties and challenges that may arise each day.
  • All other duties assigned by the Customer Service Manager and Director.


  • Strong communication skills, both verbal and written
  • Attention to detail
  • Must have the ability to manage multiple tasks and achieve deadlines under pressure
  • Excellent time management and organizational skills
  • Must always maintain professionalism and a positive customer service attitude
  • Must have a good foundation of computer skills
  • Ability to work collaboratively with various departments
  • A self-starter who can work independently and follow through on assignments with limited supervision.
Must have high school diploma or GED equivalent
Minimum of 5 years administrative and customer service experience. (7-10 preferred)
Proficient in MS office suite, Excel and PowerPoint

EEO employer

Drug testing is required for this position.

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