Customer Service Representative

Job Responsibilities

• Respond to customer inquiries via phone, email, chat, portals, EDI and other communication channels in a timely and professional manner.
• Provide accurate information regarding products, services, orders, and policies to ensure a positive customer experience.
• Resolve customer issues and complaints efficiently by identifying root causes and offering appropriate solutions.
• Process orders, returns, exchanges, quotes and service requests with a high degree of accuracy.
• Document all customer interactions and transactions in the appropriate systems.
• Collaborate with internal teams (sales, quality, warehouse, technical support) to address customer needs and ensure resolution.
• Follow established procedures, guidelines, and service standards to maintain consistency and compliance.
• Proactively identify opportunities to forward to Sales for revenue generation.
• Maintain product knowledge and stay up to date on company offerings, systems, and tools.

Skills, Knowledge And Abilities

• Ability to work independently, to think analytically, and to communicate effectively.
• Be capable of establishing priorities and balancing multiple tasks simultaneously.
• Be well organized, detail-oriented with excellent verbal and written communication skills.
• Proficient computer skills, including Microsoft office, SAP, and ServiceNow.

Qualifications

• High school diploma or equivalent, with 1-3 years of experience in Customer Service or a related field.
• Strong customer service and communication skills, with a focus on building positive relationships.
• Ability to type at a minimum of 35 words per minute, ensuring efficient order processing.
• Familiarity with industry products and a willingness to learn and adapt.
• Solid problem-solving skills, able to provide creative solutions to customer issues.
• Excellent collaboration and teamwork abilities, working effectively with colleagues.
• Attention to detail, ensuring accurate order management and customer data.
• Proficiency in Microsoft Office and other relevant software.
• Ability to work independently and manage multiple tasks simultaneously.
• Positive attitude and a customer-centric approach to work.

About the Role

This position is responsible for delivering high-quality, non-technical support and service while ensuring efficient execution of day-to-day operations. The role focuses on problem-solving, collaboration, and consistent communication to meet customer and organizational needs. Key objectives include responding to customer inquiries, relaying opportunities to Sales, maintaining accuracy, improving processes, and contributing to team performance through proactive engagement and accountability.