ISG Customer Service Representative

Horizons Incorporated is an employee-owned company that designs, manufactures, and installs product identification and asset tracking labels that help our customers automate maintenance, inspections, and other business operations.

Our technology is utilized in a wide array of high-value applications, including the F-35 Fighter, Boeing Jets, Wal-Mart stores, US Navy ships, the International Space Station, and even the gas meter right outside your home.

As an employee-owned company (ESOP), our employees share in the success of our businesses by generating value for our customers.

We operate through four business units (www.horizonsisg.com, www.mpofcinci.com, www.camcode.com, and www.camcodeglobal.com) that serve a global customer base across North America, South America, Europe, Australia, and Asia through our locations in Cleveland, OH, Cincinnati, OH, and Bristol, UK.

Horizons offers extremely competitive benefits, including employee ownership, 401k matching, a quarterly performance bonus plan, and a modified four-day work week called Horizons Fridays.

For more details and current job openings, please visit our company website at https://horizons-inc.com/.

Job Overview: The ISG Customer Service Representative at Horizons Incorporated plays a vital role in processing customer orders, handling communications, and ensuring exceptional service for both domestic and international customers. The position requires strong ERP knowledge, attention to detail, and proactive communication across teams and with clients. This role supports manufacturing operations and contributes to the company’s strategic objectives by delivering high-quality customer experience.

Objectives:

• Build and maintain strong customer relationships by ensuring a smooth order experience from entry to delivery, resulting in increased customer satisfaction and repeat business.
• Foster cross-functional collaboration with production, sales, and logistics teams to proactively resolve issues and deliver consistent, reliable service outcomes.
• Enhance customer trust by delivering clear, timely communication that reduces order confusion, prevents delays, and improves overall service responsiveness.
• Reduce order errors and post-order adjustments by ensuring initial order data is accurate and aligned with customer expectations and ERP system requirements.
• Contribute to a positive onboarding experience for new customers and support long-term loyalty by ensuring their initial interactions are professional and seamless.
• Increase efficiency and reduce processing time by identifying and suggesting improvements in order handling, communication, or system usage.
• Represent the customer’s voice internally by escalating recurring issues or trends, supporting data-driven improvements to processes or policies.
• Support the company's strategic growth and global presence by ensuring international and government orders are processed in full compliance and without delay.
• Demonstrate ownership and accountability in customer issue resolution, leading to fewer escalations and a more empowered, solutions-driven team dynamic.
• Promote a culture of ex