Customer Service Representative

As a Customer Service Representative, you will provide excellent care for our customers by serving as their primary point of contact. You will respond to customer inquiries, ensure accurate order entries, provide non-technical problem resolution, anticipate customer needs, and perform general organizational support.

Responsibilities

• Effectively facilitate the order fulfillment process to build and maintain positive relationships with customers and team members.
• Ensure timely and accurate order entry to achieve on-time delivery for stocked and non-stock items.
• Complete customer quotes.
• Respond to inquiries received through phone, email, chat, B2B, and/or written correspondence from customers and team members.
• Resolve billing and order issues.
• Oversee new customer and new item set-up following internal processes.
• Monitor customer inventory and alert sales and procurement functions when adverse stocking levels occur.
• Devote time to fully understand customers’ business and display genuine interest in each customer’s specific needs, including product stocking requirements, forecasts, and document support.
• Maintain accurate customer pricing in the ERP system; confirm price supports, update records, provide basic price quotes while adhering to target margin guidelines, and collaborate with Sales Reps and Sales Managers.
• Collect necessary information from customers, buyers, and sales reps to provide the Price Support Team with relevant data for inputting and maintaining pricing and customer product usage information in the ERP system.
• Communicate with Sales and Price Support Teams to confirm all pricing (including price support) and update records accordingly.
• Utilize internal communication methods to effectively communicate across all functions.
• Understand basic product knowledge to support customers and engage sales reps and technical support when appropriate.
• Serve as liaison between customers and team members to ensure seamless communication in the order fulfillment process.
• Immediately communicate special requests, order modifications, backorders, shipping delays, or canceled orders to appropriate customers and team members.
• Collaborate effectively with team members to provide seamless service to customers.

Requirements

• 3+ years related experience and/or training in a non-retail customer service environment.
• Familiar with standard concepts, practices, and procedures related to customer service.
• Proficient in MS Office, including Word and Excel.
• Ability to learn internal database and software systems.
• High school diploma, G.E.D., or equivalent; Associate's degree preferred.

Preferred Skills

• Bilingual in Spanish and English, both written and spoken.
• Experience in a business-to-business account support and distribution role.
• SharePoint, Outlook, and Teams experience.

Pre-Employment Requirement

Employment offers are contingent upon successful completion of a drug screen and background check.

Benefits

• Eligibility for annual bonuses and profit sharing.
• Comprehensive health, retirement, wellness, and professional growth programs.

At Composites One, we cultivate a culture of empowerment and opportunity, fostering both personal and professional growth. We believe in driving success and appreciating achievement, and uphold core values of Respect, Teamwork, and Communication.