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Customer Service Representative

Customer Service

Stafford, TX
ID: 5526

Cortland is a global designer, manufacturer, and supplier of technologically advanced ropes, slings, and strength members. Collaborating with customers, our team uses its experience in high performance materials and market knowledge to transform ideas into proven products. For more than 35 years, our custom-built solutions have been developed for work in the toughest environments and to overcome some of the world’s greatest challenges. They consistently enable our customers to meet the demands of the aerospace, defense, medical, research, subsea, marine, and energy industries.

Cortland is wholly owned by Enerpac Tool Group. Enerpac Tool Group is a premier industrial tools and services company serving a broad and diverse set of customers in more than 25 countries. The Company’s businesses are global leaders in high pressure hydraulic tools, controlled force products and solutions for precise positioning of heavy loads that help customers safely and reliably tackle some of the most challenging jobs around the world. The Company was founded in 1910 and is headquartered in Menomonee Falls, Wisconsin. Enerpac Tool Group trades on the NYSE under the symbol “EPAC”.

For further information on Enerpac Tool Group and its businesses, visit the Company's website at

Job Title: Customer Service Representative

Job Location:   Stafford, TX

 Hours: 8AM - 5PM M-F

Business Contribution:

Responsible for leading customer service reps and general sales activities for all markets. Act as back-up to the sales teams to grow sales globally for all Cortland products. Principle objective is to build rapport with customers by probing for needs and recommending appropriate solutions. A successful candidate will be recognized as the “go-to person” by the Customer and Cortland staff for assignments and solution clarification in the absence or unavailability of the Sales Team.

Role and responsibilities will cover a wide range of end customers, products and markets, and with secondary roles and responsibilities for other markets and products as required.

Key Responsibilities:


  • Ensure departmental standards regarding customer experience are met by regularly monitoring performance metrics to provide feedback and coaching.
  • Assist team with escalated customer issues.
  • Engage with leaders to discuss and recommend improvement opportunities as required (across sites, across value streams, etc.)

Sales Activities:

  • Oversee data base of customers
  • Build sustainable relationships of trust with the Customer through open and interactive communication;
  • Provide accurate, valid and complete information by using the right methods/tools
  • Participate in customer specific projects
  • Assist Sales group in all facets of relationship management with our customers

Quotation Management:

  • Effectively manage large amounts of incoming calls
  • Keep records of customer interactions/inquiries, process customer accounts and file documents
  • Identify and assess the needs of the customer; prepare quotes in required format for Customer or Sales, update databases with quote details
  • Send out quotes / order acknowledgements to customer
  • Track orders. Act as a liaison between sales, engineering, operations, shipping, shared services and customers
  • Assist Sales Group with following up on open quotes

PO Entry:

  • Facilitate/review PO T’s and C’s and coordinate discrepancies to resolution
  • Evaluate pricing for accuracy
  • Obtain payment terms and work with Finance to agreement
  • Confirm lead times from Ops; confirm any changes with customer
  • Enter orders into Macola system

Coordinate Customer Complaints:

  • Resolves complaints by collecting and analyzing alternatives; drives solutions to ensure resolution.
  • Engages with leaders from Quality, Operations and Finance Departments as required to find resolution

Weekly Production Meetings/Project Management

  • Communicate voice-of-customer (including new/changing customer needs and expedite request) to influence changes
  • Assist Sales group in all facets of relationship management with our customers
  • Communicate delivery status updates as required to Customer or Outside Sales
  • Update Macola system to reflect changes and publish reporting in support of summary level management data for dashboard reviews

Required Capabilities:

  • University or college degree in Engineering, Business, Marketing or an acceptable combination of education and experience preferred
  • 4+ years of direct work experience in customer service role
  • Proven customer support experience with strong problem identification and problem-solving skills
  • Ability to make autonomous decisions based on thorough understanding of business objectives
  • Proven ability to manage multiple priorities   under tight timelines
  • Excellent communication skills, including phone contact handling skills and active listening
  • Ability to influence others to meet business objectives or urgent needs
  • Familiarity with CRM systems and practices
  • Strong customer orientation and ability to adapt/respond to different types of personalities
  • Ability to perform calculations and mathematical figures
  • Experience in Microsoft Office software (particularly Word, Excel and PowerPoint)