Customer Service Representative

Essential Responsibilities and Duties

• Receives and responds to all customer inquiries.
• Analyzes requests and resolves customer concerns while delivering the best possible service and solutions.
• Answers incoming customer calls regarding order status, inventory availability, pricing, quotes, shipping, etc.
• Authorizes merchandise returns, credits, and prepares related paperwork.
• Supports the needs of Production and Sales Managers.
• Possesses strong knowledge of product line/brand, pricing, delivery times, and promotions.
• Updates orders and posts changes in partial shipments, price differences, etc.
• Communicates effectively with staff to ensure customer satisfaction.
• Answers and transfers phone calls, ensuring accurate information is relayed.
• Handles various miscellaneous administrative tasks to support office operations and ensure a smooth workflow.

Minimum Qualifications

• High school diploma or GED.
• 1-3 years of customer service experience.
• 1-3 years of handling customer inquiries, including order entry and problem-solving.
• Proficiency in Microsoft Office and other related office software.
• Ability to multitask, prioritize, and perform well in high-stress situations.
• Strong telephone and email etiquette.
• Ability to communicate effectively both verbally and in writing with customers, coworkers, and management.
• Must be able to meet physical demands of the job with or without accommodation.

Preferred Qualifications

• Basic hydraulic knowledge.
• Previous experience with Epicor ERP.
• Experience working with international clients.
• Experience in manufacturing, Oil & Gas, or industrial settings.
• Foreign language skills (preferred for international client support).
• Sales support or administrative experience in an industrial or technical field.