Customer Service Representative

About the role

The Customer Service Representative ensures customers’ orders are placed, processed, tracked, and returned in a timely manner. This role collaborates with the Sales and Operations teams to deliver outstanding customer experience while growing relationships with accounts.

Responsibilities

• Accurately manage the order input process as it relates to price, terms of sale, product, quantity, ship-to, sold-to, and customer’s special instructions.
• Ensure all policy processes are followed and necessary documents are verified and kept on file as needed.
• Work with internal supply chain departments to proactively keep customers updated on order status changes.
• Maintain system accuracy on all sales orders and back orders to reflect real ship dates; enter appropriate reason codes if changes occur.
• Complete all product returns or invoice adjustments in a timely manner.
• Work closely with Sales Representatives regarding price inquiries, discrepancies on customer purchase orders, order status updates, and monthly consignment inventory.
• Handle quoting, follow-up, expediting, and executing customers’ requirements.
• Field customer calls/emails regarding product knowledge, order information, pricing, and freight issues with professionalism.
• Understand business resources to effectively solve problems.
• Demonstrate adept multitasking, self-motivation, and a strong drive to resolve issues quickly and effectively in a team atmosphere.

Requirements

• High School Diploma or GED is required.
• Minimum 2–4 years of Customer Service experience, preferably in a distributor environment or extensive experience in a Customer Service position.
• Experience with Enterprise Resource System (ERP), specifically JDE or similar application.
• High attention to detail and organization skills.
• Experience within the manufacturing industry; B2B experience a plus—small to medium-sized business setting.
• Demonstrated proficiency in Microsoft Office applications (Excel, Word), Outlook, Internet; ability to learn Salesforce.
• Excellent communication, collaboration, and problem-solving skills.
• Exceptional degree of tact and empathy to resolve customer concerns and strengthen relationships.
• Strong team player with a high degree of urgency, ability to multitask, plan, and prioritize.
• Detailed-oriented with the ability to work and manage competing priorities in a fast-paced environment.