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Customer Service Representative

Customer Service Representative

Full Time + Benefits



Fralock is a rapidly growing, well-established manufacturing company, headquartered in the Santa Clarita Valley that has a 50-year history of excellence. Due to recent expansion, we have a Customer Service position opening with Oasis Materials, the headquarters of our Ceramics Division located in the San Diego area in Poway, CA. 

We are looking for people who exemplify strong work ethics, values, dedication, and character that thrive in a fast-paced environment, which is focused on exploring and developing the next generation technology while offering opportunities for advancement. 


We offer PTO/Holiday time, 401K with company match, annual bonus program (conditions apply), major Medical/Dental/Vision, and many more!



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Culture Vision:  Our results driven team strives to deliver extraordinary outcomes through our passionate commitment to each other, collaboration, courage and innovation


Main Functions
Respond to customer request in a timely manner. Review, negotiate terms and condition of contracts. Effectively manage customers and projects while collaborating with various teams to ensure the highest level of service is given to the customer. Maintain proper and accurate execution of related tasks.


This position requires access to information controlled under the International Traffic in Arms Regulations (ITAR) or the Export Administration Regulations (EAR), the successful candidate must be a "U.S. person" as defined in the ITAR and EAR (which generally means (i) be a citizen or national of the United States; or (ii) be a lawful permanent resident of the United States; or (iii) have been admitted to the United States as a refugee, or have been granted asylum, as specified under applicable law.


Typical Duties
1. Receive inbound calls from new and existing customers

2. Manage customer information in CRM database

3. Manage assigned accounts and/or projects

4. Develop an understanding of products and services that Fralock provides to our customers

5. Provide support to outside salespersons

6. Prepare quotations & making outbound quote follow up calls

7. Order entry, which includes the following: contract review (new and existing), order entry, & expedite request management. Review & communicate requirements, terms, and risks to ensure compliance and resolution of potential contractual and/or business risks.

8. Effectively manage projects to ensure proper execution & coordination across company functions as necessary for effective contract execution

9. Communicate to all appropriate departments of any change in customer satisfaction (positive or negative) as information is made available to the CSR

10. Tracking, management, and reporting of on-time delivery and quoting metric

11. Customer Service which includes the following: Listen and respond effectively to customer questions, resolve customer problems to the customer’s satisfaction, respect all internal and external customers, use a team approach when dealing with customers, follow up to evaluate customer satisfaction, measure customer satisfaction effectively, & commit to exceeding customer expectations


Required Skills
1. Proficient with MS Office tools (Word & Excel)

2. Must possess some technical capacity

3. Excellent reading & writing

4. Basic math skills

5. Strong written & verbal communication

6. Effective listening skills

7. Excellent follow through on assignments

8. Must possess professional phone etiquette

9. Basic understanding of ERP/MRP, CRM, and QuickBooks software

10. Organization: Must be able to manage multiple projects, able to determine project urgency in a practical way, use goals to guide actions, create detailed action plans, organize & schedule people, and tasks effectively

11. Cooperation & teamwork

12. Strong analytical & problem-solving skills

13. Quality of work & attention to detail

14. Job & technical knowledge

15. Responsiveness to requests


Preferred Skills
1. Experience working for companies with advanced quality systems (ISO, AS, etc.)

2. Converting/Manufacturing/Materials knowledge of thin flexible materials (films, foils, foam, elastomers)

3. Understand and read basic blueprints

4. Some project Management experience

5. AA degree preferred

6. Bilingual (English/Spanish)


Education Requirements
High School Diploma


Experience Requirements
2 to 5 years in a customer service related industry


Physical Requirements
1. Mostly sitting

2. Compiling, Gathering & Analyzing Data

3. Coordinating & Prioritizing

4. Multitasking


6. Communicating with internal teams/departments, customers and venders.

7. Occasional Travel: drivers license, insurance, & acceptable driving record


This position must pass post offer Pre-work Screen, and background check. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of a position.



This job is not currently accepting applications!