Customer Service Representative

Key Responsibilities

• Expediting
• Proactively and reactively expedite all open orders for internal and external customers, including ASMs, TAEs, and open order reports
• Document all changes to sales and purchase orders including quantity changes, delays, pricing discrepancies, and cancellations
• Communicate updated delivery timelines to customers
• Respond to customer inquiries via phone, email, and fax
• Provide timely, professional, and accurate customer responses
• Collaborate with internal departments to resolve customer needs
• Returns & Warranties
• Respond to customer requests for RMAs, warranties, credits, and engineering consults
• Cook up distribution returns involving customer contact, vendor interaction, sales, receiving, and accounting
• Obtain and document vendor restocking information and breakdowns for both customers and Radwell
• Ensure returned items are handled according to company policy and vendor requirements
• Document and track all return shipments and related information
• Cook up warranty returns requiring engineering or QA involvement
• Expedite open RMAs and document progress
• Communicate urgency for replacement orders as needed
• Customer Satisfaction
• Deliver a high level of customer satisfaction through responsiveness and professionalism
• Research, communicate, resolve, and document customer inquiries using Radwell systems (RADiant Spectrum, PriceTool, P21, Genesys, Outlook, phone, email, fax)
• Maintain organized Outlook folders and manage Genesys interactions
• Use customer feedback to recommend system, process, or communication improvements
• Absorb special projects as requested
• Escalate customer complaints or unresolved issues to the Customer Satisfaction Supervisor

Duties

Duties may be modified from time to time. Other duties, tasks, or work may be assigned.

Knowledge & Skills Required

• Strong computer proficiency
• Ability to multitask in a fast-paced environment
• High attention to detail
• Strong problem-solving abilities
• Excellent communication skills
• Ability to handle high call and email volume

Education & Experience

• A High School Diploma or equivalent required
• 1–2 years of customer service experience preferred

Work Schedule

• This is an 8-hour shift scheduled Monday through Friday between 8:00am and 5:00pm with a one-hour lunch break
• Employees must be logged in and ready to work at start time

Work Environment

• Professional open-office environment
• Occasional visits to other office, plant, or warehouse areas may be required
• Dress attire is business casual
• Employees must wear Radwell-provided apparel once issued, along with ID badge and access card
• All Radwell safety policies must be followed

Compensation

• The recruiting base pay rate for this full-time position is $21.00 per hour
• Within the base pay range, individual compensation is determined by job-related skills, experience, and relevant education or training

Radwell Benefits

• Medical, dental, and vision coverage starting Day 1 of employment
• 15 PTO days
• Paid company holidays
• Company-paid short-term and long-term disability
• Company-paid life insurance
• 401(k) with company matching
• Free onsite gym

About the Role

• Customer Service Representative is responsible for assisting customers with warranty, return, and reactive expediting issues in accordance with Radwell International policies
• This is a highly customer-facing role serving as a central point of contact to resolve order issues, manage returns and warranties, and drive customer satisfaction through timely communication and follow-up
• Customer interaction occurs primarily through departmental email inboxes (Returns@radwell.com, Expediting@radwell.com) and distribution phone lines

Qualifications

• High School Diploma or equivalent required

Skills

• Strong computer proficiency
• Ability to multitask in a fast-paced environment
• High attention to detail
• Strong problem-solving abilities
• Excellent communication skills
• Ability to handle high call and email volume

Benefits

• Medical, dental, and vision coverage starting Day 1 of employment
• 15 PTO days
• Paid company holidays
• Company-paid short-term and long-term disability
• Company-paid life insurance
• 401(k) with company matching
• Free onsite gym

Schedule

• This is a Full-Time position
• Schedule: Monday–Friday – 8:00am to 5:00pm

Pay

• The recruiting base pay rate for this full-time position is $21.00 per hour

Radwell International LLC is an equal opportunity employer

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