C/S Thris Associate I

Serve as an initial point of contact for customer inquiries

• Provide professional and timely responses to customer inquiries via phone and email
• Accurately review and enter customer purchase orders into the ERP/OMS system
• Verify basic order details, including pricing, quantities, product codes, and requested ship dates
• Escalate complex issues to appropriate departments (production, engineering, quality, logistics)
• Generate order acknowledgments and maintain accurate documentation within internal systems such as Zendesk, Smartsheet, CSI/ERP and OMS
• Investigate and resolve customer complaints related to product quality, delivery, billing, or documentation
• Provide customers with standard product information, lead times, and order status updates
• Maintain organized electronic and physical records in compliance with department procedures
• Learn and apply standard operating procedures (SOPs), order entry guidelines, and quality control processes
• Support continuous improvement initiatives by identifying basic process inefficiencies and communicating suggestions to leadership
• Handle escalated concerns with diplomacy, professionalism, and solution-oriented communication
• Initiate and process return authorizations (RMA) in accordance with company policies and warranty guidelines and communicate clearly with customers regarding return procedures, credit timelines, and replacement expectations

Customer Continuous Improvement & Team Development

• Contribute to the development, refinement, and documentation of standard operating procedures (SOPs) and workflow enhancements to improve accuracy, efficiency, and customer experience
• Support the evaluation and implementation of new technologies, reporting tools, and customer service platforms to strengthen performance visibility and operational effectiveness
• Assist in the training, onboarding, and mentorship of entry-level team members, reinforcing best practices, system proficiency, and professional communication standards
• Engage in hands-on technical learning to stay current with product and system developments