Job Title: Associate, Customer Service

Location: Pine Brook NJ

Department: Customer Service

Reports to: Director, Customer Service

FLSA Status: Exempt Full Time

Job Description:

The Customer Service Associate is responsible for supporting MaxLite’s sales and customer service operations through accurate order entry, inbound customer support, and post-sale administrative assistance. This role focuses on ensuring customer orders, invoices, and service requests are processed correctly and efficiently while providing professional customer support and coordinating with internal teams.

Key Duties & Responsibilities:

• Accurately and efficiently enter customer orders in a timely manner, ensuring all details align with customer and sales requirements
• Answer inbound customer calls promptly and professionally; resolve basic inquiries and route calls to the appropriate internal team members as needed
• Provide post-sale support, including order status updates, tracking information, and invoice-related inquiries
• Process return authorizations and freight claims accurately, ensuring proper documentation and timely follow-up
• Track invoices and support the resolution of billing-related questions in coordination with Sales, Accounting, and Logistics
• Provide coverage and administrative support for Account Managers during absences, assisting with order entry, customer inquiries, and issue resolution
• Maintain accurate records and documentation related to customer orders and service requests
• Perform other duties as assigned

What We Look For:

• Bachelor Degree in Business Administration or relevant field
• 3+ years of experience in customer service, data entry, sales support, or a related role
• Strong attention to detail with the ability to accurately enter and review data
• Professional communication skills and a customer-focused mindset
• Proficiency with ERP/CRM systems and Microsoft Office (Excel, Outlook, Word)
• Ability to manage multiple tasks in a fast-paced, deadline-driven environment

Work Environment & Role Demands:

• This is an on-site position required to work out of our Pine Brook, NJ Headquarters, Monday through Friday, 5 days per week
• Must be able to commute to the work location
• Must be able to walk, talk, sit, stand, bend, listen, type, read
• Must be able to push, pull, lift up to 15 pounds on occasion
• Must be eligible to work in the United States

Career Progression & Growth at MaxLite:

At MaxLite, roles are built with long-term growth in mind. Career progression at MaxLite is performance-driven and aligned with business objectives — giving high-performing employees the opportunity to grow alongside a company that continues to innovate and expand.

During the first 6 months, successful employees will master MaxLite’s products and processes, establish credibility across teams, internal and external stakeholders, and consistently deliver against performance expectations and key objectives.

By the end of year one, employees are expected to operate independently within their role, demonstrate consistent performance, and begin contributing at a broader level through expanded responsibilities, process improvement, or cross-functional collaboration.

Year 3 and beyond, high-performing employees may take on increased scope, leadership of projects or initiatives, mentorship of peers, or transition into advanced, specialized, or leadership roles aligned with business needs and individual strengths.

We don’t just fill roles — we invest in people and build careers:

MaxLite offers competitive compensation, robust health and wellness benefits, paid time off, including holidays and flex days (for HQ-based employees), a 401(k) with company match, and a collaborative environment designed to support growth and meaningful contribution.

Equal Employment Opportunity Statement

MaxLite is an Equal Opportunity Employer and provides equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital status, citizenship status, protected veteran status, military status, or any other characteristic protected by applicable federal, state, or local law. MaxLite strictly prohibits discrimination, harassment, and retaliation in any aspect of employment.

Reasonable Accommodation

In accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws, MaxLite provides reasonable accommodations to qualified individuals with disabilities and to individuals with sincerely held religious beliefs, unless doing so would cause undue hardship. This policy applies to all aspects of employment, including the application and interview process. Applicants requiring accommodation should notify Human Resources.

Work Authorization

MaxLite does not provide visa sponsorship or support for employment-based work authorization. Applicants must be legally authorized to work in the United States at the time of hire and must not require current or future sponsorship.

At-Will Employment

Employment with MaxLite is at will. This means that either the employee or the Company may terminate the employment relationship at any time, with or without cause or notice, in accordance with applicable law. Nothing in this job description or related materials should be construed as a contract of employment