Office Assistant I/Customer Service Representative

Win at Wilsonart

At Wilsonart, we don’t just make surfaces—we build careers. When you join our team, you become part of something bigger: a company driven by innovation, grounded in values, and powered by people who care.

You’ll be surrounded by teammates who take pride in their work and look out for one another. You’ll have the chance to learn, grow and make a real impact. And you’ll be part of a company that believes winning means helping you succeed at work and in life.

Here, you’ll win with:

Support that keeps you well

• Medical, dental, and life insurance

• Company-paid short- and long-term disability

• FSAs and dependent care options

• Vision and legal benefits

• Gym discounts and wellness clinics

• Tuition reimbursement—for you and your dependents

Opportunities to grow

• Clear paths to promotion and internal mobility

• Training, coaching, and mentorship

• Development programs to support your goals

Time for what matters

• Paid vacation and holidays in your first year

• A culture that respects work-life balance

Job Description:

Position Overview – Office Assistant I/Customer Service Representative

Wilsonart, Cincinnati, has an immediate opening for an Office Assistant I/Customer Service Representative. The position is part of our small Customer Service Representative (CSR) team in Cincinnati, Ohio. They are responsible for managing and supporting an assigned group of customer accounts from order entry through delivery and resolution of any order-related issues. The CSR serves as a primary point of contact for customers and works closely with internal teams, including plant manufacturing, logistics, and other company personnel, to ensure orders are entered accurately, processed efficiently, and delivered as expected.

This position requires strong attention to detail, effective communication, organization, follow-through, and the ability to manage multiple customer accounts and priorities simultaneously. The CSR is expected to take ownership of assigned accounts, respond promptly to customer needs, identify and communicate potential issues, and ensure that customer requests and open items are addressed in a timely manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serve as the primary point of contact for assigned customers, maintaining strong relationships and ensuring customer needs and requests are addressed promptly and are followed through to resolution.

• Enter and review customer orders for accuracy and resolve discrepancies as needed.

• Handle customer communications by phone and email regarding order status, back orders, reorders, delivery issues, late shipments, and other account-related questions.

• Work closely with plant manufacturing liaisons and other internal departments to obtain order status, communicate production or delivery updates, and coordinate expedited orders when necessary.

• Monitor open orders and customer requests, prioritize workload effectively, communicate proactively when assistance is needed, and ensure assigned work is completed accurately and within expected timeframes.

• Perform CSR and other administrative duties as assigned in accordance with established work methods.

KNOWLEDGE, SKILLS & ABILITIES

• Strong verbal and written communication skills with the ability to build positive customer relationships and respond professionally to inquiries and concerns via e-mail.

• Ability to manage multiple customer accounts, competing priorities, deadlines, and a high volume of requests while maintaining timely and accurate work.

• Ability to research issues, identify solutions, coordinate with internal teams, and take ownership of customer requests through resolution.

• Ability to learn and effectively use computer systems, including WSM, EDI, Smartsheet, Microsoft Office, and other business applications while maintaining accurate records.

• Ability to manage multiple customer accounts, competing priorities, deadlines, and a high volume of requests while maintaining timely and accurate work.

• Order Management & Accuracy: Knowledge of order entry, EDI, ERP/WSM systems, and related processes, with strong attention to detail and accuracy.

• Ability to work independently and collaboratively, communicate workload concerns when assistance is needed, and consistently follow through on assigned responsibilities and customer commitments.

EDUCATION and/or EXPERIENCE

• High School Diploma or GED

EXPERIENCE

• 1+ years

• 15 semester hours of college in a related field may substitute for the required experience
  
  

PHYSICAL DEMANDS

• Sitting in the same location of standing/walking; required to stoop, climb or lift light material (10-20lbs) or equipment.

ENVIRONMENT

• Located in a comfortable indoor area. Examples: executive, management, and support positions.

Wilsonart is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

We’re looking for people who are ready to learn, ready to lead and ready to make a difference. If that sounds like you, you can win at Wilsonart.

Wilsonart is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, marital status, military status, order of protection status, or any other legally recognized protected basis under federal, state, or local law.