Washington Mills, 20 N Main St, North Grafton, Massachusetts, United States of America
Customer Service Representative – Washington Mills Location: North Grafton, MA
Position type: Full-Time, Salaried. Pay range: $55,000 – $65,000.
Posted Monday, February 23, 2026 at 5:00 AM
Ask Yourself Are you detail-oriented and love the challenge of coordinating multiple channels of communication in order to deliver the best customer service? Do you like manufacturing and would you enjoy working for a U.S manufacturer that manufactures essential raw materials for the abrasive and refractory industry (think grinding wheels and sandpaper)? Do you enjoy a job with responsibility and find enjoyment in juggling orders, lead times, customer questions, inventory and logistics? Do you like developing external relationships as much as you enjoy working with a small and focused and experienced team of co-workers? Does getting the answers for customers and communicating with them frequently (being the go-to-person for customer communication) interest you? If yes, then keep reading.
Who We Are Washington Mills is built on values that matter. Founded more than 150 years ago, we have earned our reputation as one of the world’s most trusted and reliable producers of abrasive, ceramic and refractory grains and powders. Serving thousands of customers and offering the broadest selection of abrasive grain and specialty electro-fused minerals in the market today, we constantly pursue growth in our products, our approach, and our people. Our founding principles of honesty, integrity and reliability still guide our business today, and we are a proud community of hands‑on problem solvers, committed to shaping the materials applications of the future. With global distribution and sites located throughout North America and Europe, Washington Mills opens the door to a world of opportunity, creativity, and challenge.
What You’ll Do The Customer Service Representative is the primary interface between our customers and our manufacturing plants. With a keen eye to details and an urgency to work swiftly for the benefit of the customers, the Customer Service Representative will handle all processes and communications related to customer orders (order entry, billing, shipping, returns, credits, debits, complaints). This person will have close interaction with the plant, shipping and production managers as well as salespeople to schedule and manage orders. This position reports directly to the Customer Service Supervisor with accountability in a matrixed role to Sales and Operations. This position works in a small office environment and is part of a bigger company.
Enter orders into ERP system accurately
Communicate with production and sales to fill customer orders and maintain effective lines of communication
Pro‑actively manage customer orders and spot opportunities to up‑sell as well as steer orders based on plant scheduling
Maintain continual communication with customers via phone and email, taking orders, updating order status
Customer Invoice and Billing
Track and report on customer complaints
Work in a team environment, as a team player, to complete the work required to provide the customer with exceptional service
Run and read inventory reports
Attend quality, safety and other meetings as necessary
A Little About You
You are happiest when you can delight your customers
You double‑check your work because that is who you are
You have experience working in an ERP system
You have a calm, upbeat and steady demeanor
You are not deterred by challenges
You are organized
You have excellent phone presence
You are a good communicator and a great listener
You are not afraid of the phone and like talking to customers
You are a cheerful, people‑oriented person with a business‑like and helpful manner
You can work in a fast‑paced environment and are motivated to help out wherever it is needed
Non‑Negotiables
Be able to work Monday‑Friday, 40 hours per week, in an office environment
Be comfortable using Office365 products
Have experience using an ERP & CRM
Compensation We proudly offer competitive compensation and benefits packages, including:
Pay commensurate with experience
Heavily subsidized medical and dental plans
401(k) with employer match and discretionary employer contribution
Company‑paid life insurance
Immediate paid vacation and generous holiday time
Family‑friendly sick and personal leave policies
The above statement reflects the general details considered necessary to describe principal functions of the job identified and shall not be construed as a detailed description of all the work requirements that may be inherent in the job.
Equal Opportunity Statement Washington Mills is an Equal Opportunity Employer committed to workforce diversity. M/F/D/V. Qualified minorities, women, individuals with disabilities, and veterans are strongly encouraged to apply.
Washington Mills is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, ancestry, national origin, citizenship status, military or veteran status, religion, creed, disability, sex, sexual orientation, marital status, medical condition as defined by applicable law, genetic information, gender, gender identity, gender expression, pregnancy, childbirth and related medical conditions, or any other characteristic protected by applicable federal, state, or local laws and ordinances. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
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Customer Service Representative – Washington Mills Location: North Grafton, MA
Position type: Full-Time, Salaried. Pay range: $55,000 – $65,000.
Posted Monday, February 23, 2026 at 5:00 AM
Ask Yourself Are you detail-oriented and love the challenge of coordinating multiple channels of communication in order to deliver the best customer service? Do you like manufacturing and would you enjoy working for a U.S manufacturer that manufactures essential raw materials for the abrasive and refractory industry (think grinding wheels and sandpaper)? Do you enjoy a job with responsibility and find enjoyment in juggling orders, lead times, customer questions, inventory and logistics? Do you like developing external relationships as much as you enjoy working with a small and focused and experienced team of co-workers? Does getting the answers for customers and communicating with them frequently (being the go-to-person for customer communication) interest you? If yes, then keep reading.
Who We Are Washington Mills is built on values that matter. Founded more than 150 years ago, we have earned our reputation as one of the world’s most trusted and reliable producers of abrasive, ceramic and refractory grains and powders. Serving thousands of customers and offering the broadest selection of abrasive grain and specialty electro-fused minerals in the market today, we constantly pursue growth in our products, our approach, and our people. Our founding principles of honesty, integrity and reliability still guide our business today, and we are a proud community of hands‑on problem solvers, committed to shaping the materials applications of the future. With global distribution and sites located throughout North America and Europe, Washington Mills opens the door to a world of opportunity, creativity, and challenge.
What You’ll Do The Customer Service Representative is the primary interface between our customers and our manufacturing plants. With a keen eye to details and an urgency to work swiftly for the benefit of the customers, the Customer Service Representative will handle all processes and communications related to customer orders (order entry, billing, shipping, returns, credits, debits, complaints). This person will have close interaction with the plant, shipping and production managers as well as salespeople to schedule and manage orders. This position reports directly to the Customer Service Supervisor with accountability in a matrixed role to Sales and Operations. This position works in a small office environment and is part of a bigger company.
Enter orders into ERP system accurately
Communicate with production and sales to fill customer orders and maintain effective lines of communication
Pro‑actively manage customer orders and spot opportunities to up‑sell as well as steer orders based on plant scheduling
Maintain continual communication with customers via phone and email, taking orders, updating order status
Customer Invoice and Billing
Track and report on customer complaints
Work in a team environment, as a team player, to complete the work required to provide the customer with exceptional service
Run and read inventory reports
Attend quality, safety and other meetings as necessary
A Little About You
You are happiest when you can delight your customers
You double‑check your work because that is who you are
You have experience working in an ERP system
You have a calm, upbeat and steady demeanor
You are not deterred by challenges
You are organized
You have excellent phone presence
You are a good communicator and a great listener
You are not afraid of the phone and like talking to customers
You are a cheerful, people‑oriented person with a business‑like and helpful manner
You can work in a fast‑paced environment and are motivated to help out wherever it is needed
Non‑Negotiables
Be able to work Monday‑Friday, 40 hours per week, in an office environment
Be comfortable using Office365 products
Have experience using an ERP & CRM
Compensation We proudly offer competitive compensation and benefits packages, including:
Pay commensurate with experience
Heavily subsidized medical and dental plans
401(k) with employer match and discretionary employer contribution
Company‑paid life insurance
Immediate paid vacation and generous holiday time
Family‑friendly sick and personal leave policies
The above statement reflects the general details considered necessary to describe principal functions of the job identified and shall not be construed as a detailed description of all the work requirements that may be inherent in the job.
Equal Opportunity Statement Washington Mills is an Equal Opportunity Employer committed to workforce diversity. M/F/D/V. Qualified minorities, women, individuals with disabilities, and veterans are strongly encouraged to apply.
Washington Mills is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, ancestry, national origin, citizenship status, military or veteran status, religion, creed, disability, sex, sexual orientation, marital status, medical condition as defined by applicable law, genetic information, gender, gender identity, gender expression, pregnancy, childbirth and related medical conditions, or any other characteristic protected by applicable federal, state, or local laws and ordinances. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
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