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Customer Service Representative (Westlake, OH)

Posted: 12/26/2018

Customer Service Representative 

Reporting to the Order Desk Manager, you will primarily be responsible for taking US phone/email orders and entering them into Q-Lab’s ERP system. In addition, the successful candidate will act as a backup receptionist by offering friendly and timely phone assistance to Q-Lab’s customers.

 Our customer service reps love working at Q-Lab.

The average tenure of a Q-Lab order specialist is 8 years. That includes jobs that we’ve recently created due to growth. Our team tells us:

·         What I enjoy most is working with the customers and representatives all over the world.  You get a geography lesson and get to learn a little bit about their culture.

·         I love the relaxed and positive atmosphere at the order desk.

·         As stressful as some days can be it is nice to know you have the support of everyone around you to help get any issue resolved in a timely manner.

 Q-Lab Corporation is a global leader in providing material durability testing products such as weathering testers, light stability testers and corrosion testers.  We maintain a global presence with manufacturing facilities in the US and sales and distribution facilities in England, Germany and China. We also perform expert contract testing at our benchmark exposure locations in Florida and Arizona.  Our world-class corporate headquarters and manufacturing facility are located in Westlake, Ohio.  We are a ‘2012, 2015, 2016, 2017 and 2018 Top Workplaces Award Winner’ (Cleveland, OH).

 Essential Duties and Responsibilities:

·         Receive phone and email orders from customers.

·         Enter US panel, part, and lamp orders into Q-Lab’s ERP system.

·         Enter and generate accurate documentation in a timely manner for customer acknowledgements, in-house production, warehouse and shipping purposes.

·         Effectively and professionally communicate both verbally and written.

·         Acknowledge customer requests and questions appropriately.

·         Provide customers with pricing and production lead times on products.

·         Obtain freight quotes and calculate handling charges.

·         Generate RMA (return merchandise authorization) forms for customers to return goods.

·         Create, organize, and file Order Desk & Purchasing documentation.

·         Back up the receptionist for incoming calls. This includes answering phone calls in a timely and professional manner and directing customers to appropriate Q-Lab team members who can answer their questions.

·         Follow work prioritization requirements and manage competing tasks.

·         Perform other duties as directed by management.


·         Experience in Microsoft Word, and Outlook a plus

·         Demonstrated history of strong verbal and written communication skills; writing sample required

·         Minimum 7800 KSPH / 130 KSPM (alpha-numeric) assessment required

·         Ability to prioritize and manage daily workflow


Contact Us


Q-Lab Phone Numbers

USA: +1-440-835-8700
Florida & Arizona Test Services: +1-305-245-5600
UK/Europe: +44-1204-861616
Germany: +49-681-857470
China: +86-21-5879-7970

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