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**Job Title:** Customer Service Representative

**Manager Title** Inside Sales Manager

**FLSA Status:** Non-Exempt, Full-Time

FECON, LLC is a vegetation management equipment manufacturer located in Lebanon, Ohio near Kings Island Amusement Park. FECON is known for having very high-quality products and a team culture – and we are growing! We design, build, test, sell and service our equipment consisting of products such as our well-known “Bull Hog” mulchers, the Stump Ex, our high-quality FTX tractors of varying horsepower, as well as many other attachments. We offer competitive wages, full health care benefits and a continuous learning culture for those who want to grow with the company.

Job Summary:

The Customer Success Representative (CSR) plays a critical role in supporting our Inside Sales team by ensuring dealer satisfaction through accurate quotes, smooth order processing, and responsive communication. This role serves as the front line for dealer support, handling inbound requests, generating quotes, entering and tracking orders, and maintaining CRM data integrity. Acting as a liaison between dealers, Regional Managers, and internal teams, the CSR helps coordinate lead times, shipping updates, invoice requests, and product availability. With a strong emphasis on customer service, attention to detail, and efficient data entry, the CSR ensures seamless dealer experience while contributing to overall sales team effectiveness.

Key Job Duties and Responsibilities

Quoting & Ordering

+ Generate accurate and timely quotes using CPQ tools.

+ Enter orders accurately, ensuring data collection, updates, and prompt resolution of issues.

+ Serve as liaison between production and sales to facilitate lead time requests, rush orders, shipping dates, and freight quotes.

Customer & Dealer Support

+ Provide phone coverage by answering inbound calls and returning missed calls to the Inside Sales line. Gather necessary information and either resolve requests directly or escalate to Inside Sales/Regional Manager.

+ Process inbound leads/requests, ensuring proper qualification and tracking to RM/Dealer.

+ Manage Inside Sales emails, responding promptly and providing requested documentation.

+ Facilitate invoice requests and support dealer portal login setup.

+ Deliver proactive dealer support, including product availability updates, communications, and sales support materials.

CRM Data Management

+ Input and maintain CRM data with accurate contact, dealer, and activity information.

+ Keep records of customer interactions, quotes, and inbound activity up to date.

+ Ensure consistent data entry standards across the sales team.

+ Monitor CRM for gaps in data, stale opportunities, or incomplete follow-ups.

Product Knowledge & Training

+ Participate in ongoing training to maintain strong knowledge of company products and services.

+ Stay current on pricing changes, tiers, and sales processes to support the sales team effectively.

Required Skills & Abilities

+ 2+ years of experience in inside sales support, CRM administration, or sales operations.

+ Strong communication and organizational skills with exceptional attention to detail.

+ Passion for customer engagement and supporting sales success.

+ Experience supporting a remote field sales team preferred.

+ Self-motivated and able to work independently while thriving in a team environment.

+ Proficient in Microsoft Office Suite (Word, Excel, Outlook); Smartsheet experience a plus.

+ Ability to multitask, prioritize, and perform under pressure and tight deadlines.

Education & Experience

+ High school diploma or equivalent required.

+ Customer service/administrative experience required.

+ CRM knowledge is strongly preferred.

+ Knowledge of skid steer/CCE industry is a plus.

Physical Requirements:

+ Ability to talk and hear to enable effective communication

+ Comfortable operating and functioning in a safe manner around heavy equipment

+ Prolonged periods sitting at a desk and working on a computer

+ Occasionally required to stand, walk, reach with arms and hands, climb or balance and to stoop, kneel, crouch or crawl, work at desk

_This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be added at any time with or without notice._

_Equal Opportunity Employer/Veterans/Disabled_