Customer Service Representative

The Next Level of Fire & Life Safety Leadership

About the role

As a leading fire safety brand, our mission is to provide solutions that protect people and property from the effects of fire and related hazards. We're committed to expanding our impact and providing dynamic opportunities for growth within our team.

Responsibilities

• Serve as a primary point of contact for customers through phone and email communications.
• Process and review customer orders for accuracy and completeness.
• Identify order discrepancies and partner with customers to resolve issues.
• Maintain working knowledge of Kidde products, promotions, and service updates.
• Monitor customer orders to identify delays, shortages, or fulfillment concerns.
• Communicate proactively with customers regarding order status and shipment updates.
• Confirm product availability during order entry and escalate inventory issues as necessary.
• Process customer debits and credits related to order adjustments or discrepancies.
• Issue Return Goods Authorization (RGA) numbers and coordinate return shipments.
• Track shipments and provide proof-of-delivery documentation when required.
• Conduct customer account analysis and prepare summary reports for management.
• Work collaboratively with sales, logistics, planning, and finance to ensure timely responses to customer needs.
• Perform additional duties and projects assigned.

Requirements

• High school diploma or equivalent
• 2+ years of customer service, order management, or related experience

Qualifications

• Experience with Microsoft Office Suite and standard business applications
• Strong verbal and written communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Experience supporting customers in a manufacturing or distribution environment
• Familiarity with order management systems or ERP platforms
• Strong organizational and analytical skills
• Ability to build and maintain professional customer relationships
• Demonstrated problem-solving ability and attention to detail
• Ability to work effectively in a team environment

Skills

• Customer service
• Order management

Benefits

• Annual performance bonus based on both individual and company’s performance
• Competitive benefits package including medical, dental, and vision coverage, life and disability insurance, retirement plan, paid time off (vacation, sick, company holidays), 401(k) with employer match, EAP assistance, and more

Pay

$44,867 - $52,785 per year

Schedule

Full-time position