Customer Service Representative

Key Duties & Responsibilities

• Handle inbound customer calls, troubleshoot issues, respond to technical questions, and accurately process orders, returns, and replacements.
• Aid in reporting, data entry, administrative tasks, and proactive communication on open orders, backorders, and delivery timelines.
• Maintain detailed notes and documentation to support order accuracy and efficient order processing.
• Collaborate cross-functionally with the sales team, sales representative groups, and customers to support quoting, contract pricing, and bid activity.
• Conduct outbound calls to key accounts to promote new products and promotions while identifying upsell and cross-sell opportunities.
• Contribute to departmental sales goals through relationship-building and solution-based selling.

Requirements

• Bachelor’s degree or equivalent experience, with 4+ years of customer service experience working with business-to-business customers.
• Experience working with Distributors, customers, and end users.
• Knowledge of ERP systems and CRM platforms.
• Proficiency with Microsoft Outlook, Excel, and Word.
• Excellent written and verbal communication skills.
• Bring an innovative, curious, critical-thinking mindset; demonstrate strong problem-solving and attention to detail; stay organized, customer-focused, and show urgency in serving internal and external customers.
• Ability to work effectively in a team environment.