Customer Service Representative

Responsibilities

• Engage with Customers: Be the trusted point of contact for Direct Buy customers through email, telephone, fax, and EDI.
• Review and verify orders for accuracy.
• Efficiently process orders, sample requests, vouchers, and credits.
• Communicate clearly with customers about order changes, exceptions, and product availability.
• Collaborate Across Teams: Work closely with Sales, Marketing, and other departments to deliver seamless customer care.
• Implement Sales programs and promotions.
• Process credits or replacement products as needed.
• Keep customer and Matrix pricing databases accurate and up-to-date.

Qualifications

• Ability to adapt and thrive in a fast-paced, seasonal environment.
• Excellent communication skills, both verbal and written, with a focus on inclusivity and clarity.
• Strong problem-solving abilities and a proactive approach to conflict resolution.
• A deep commitment to delivering outstanding customer service to both internal and external stakeholders.

Experience & Education

• 3+ years of experience in a B2B customer-facing role, preferably in a diverse and inclusive setting.
• Familiarity with Salesforce and order management tools.
• Experience in finding balanced solutions that meet both company and customer needs.
• BS/BA Degree in a related discipline or equivalent experience.