Customer Service Associate

Job Summary

The Customer Service Associate is responsible for providing exceptional support to internal and external customers through order management, account support, and issue resolution. This role manages customer inquiries through phone, email, and chat while ensuring accurate order processing, timely communication, and customer satisfaction. The ideal candidate will have experience working in a high-volume customer service environment supporting order entry, billing inquiries, inventory coordination, and account management within a manufacturing or distribution setting. This individual will also support process improvements, maintain customer documentation, and collaborate with internal teams to ensure customer requirements are met.

Job Duties

• Respond professionally to customer inquiries through phone, email, and chat while meeting service-level expectations
• Process customer orders, order changes, cancellations, and account updates accurately
• Provide customers with product availability, order status, shipping information, billing support, returns, and credit assistance
• Document customer interactions, transactions, and account activities within company systems
• Research and resolve customer issues related to orders, shipping, invoicing, product quality, and service concerns
• Cook with internal departments to ensure timely fulfillment of customer requirements
• Support customer account setup, maintenance, and ongoing account management activities
• Process shipping requests, tracking inquiries, return authorizations, and related documentation
• Record and escalate product quality concerns following established procedures
• Make outbound calls for customer follow-up, account verification, and retention efforts
• Build and maintain positive relationships with customers, sales teams, distributors, and internal stakeholders
• Aid with departmental projects, process improvements, and documentation updates
• Maintain internal FAQs, product information resources, and customer support materials
• Prepare customer correspondence and internal communications as needed
• Provide backup support for additional customer service functions
• Maintain a safe, organized, and professional work environment
• Perform other duties as assigned

Qualifications

• Education: High school diploma or equivalent required; college coursework preferred
• Experience: Minimum of 5 years of customer service experience in a contact center or customer support environment; experience supporting customers within manufacturing, distribution, healthcare, consumer products, or related industries preferred; experience managing high-volume customer interactions; experience with order processing, billing support, and account maintenance; experience using ERP systems such as Microsoft Dynamics, AS400, SAP, Oracle, or similar platforms; Electronic Data Interchange (EDI) experience preferred
• Technical Skills: Strong order entry and data entry experience; proficiency with Microsoft Office Suite, including Excel and Word; familiarity with CRM, ERP, and customer service software platforms
• Skills & Competencies: Excellent verbal and written communication skills; Spanish-speaking skills are a plus; strong attention to detail and organizational abilities; ability to prioritize multiple tasks in a fast-paced environment; customer-focused with a proactive approach to problem solving; strong analytical and decision-making skills; ability to work independently while collaborating with cross-functional teams; quick learner with the ability to adapt to new systems and processes

Work Environment

This position is primarily office-based and requires extended periods of sitting while working at a computer and communicating with customers. The role may involve occasional standing, walking, and light lifting up to 10 pounds. Employees may occasionally interact with a manufacturing or warehouse environment where appropriate personal protective equipment (PPE) may be required.