Customer Service Representative

About the Role

The primary purpose of this role is to manage the process flow of customer orders and make critical and timely decisions related to customer needs. Our customer service department is the front-line for customers’ requests and is tasked with formulating plans to address each situation with creativity, openness, and geniality. The role is responsible for decreasing the order error rate and increasing customer satisfaction while developing and strengthening account relationships.

Responsibilities

• Independently manage customer accounts—each customer service rep is assigned specific accounts that they are responsible for overseeing and influencing for optimal satisfaction.
• Enter customer orders into the sales software efficiently and correctly.
• Proactively manage direct-delivery orders by submitting requests promptly and fostering strong, ongoing partnerships with suppliers through clear, consistent communication.
• Communicate with customers regarding order status, ensuring they have the most up-to-date information.
• Fulfill orders with appropriate inventory.
• Build strong relationships with key purchasing personnel to gain a distinct understanding of their needs and use that knowledge to critically assess orders for accuracy and consistency.
• Act as the front-line resolution manager for incoming questions and complaints, using discretion to address issues and devise appropriate solutions and alternatives.
• Manage the order process flow from receipt of order to delivery, ensuring all steps are completed with accuracy and timeliness.
• Exhibit tact, patience, and diplomacy while resolving complex problems.
• Coordinate with outside warehouses and determine the best plan of action for scheduling pickups and deliveries.
• Oversee pricing precision and communicate closely with pricing personnel to ensure accurate invoicing.
• Complete special projects for the Director of Customer Experience as needed.
• Perform other duties as assigned.

Requirements

• Excellent written and oral communication skills.
• Ability to create, enhance, and maintain customer relationships.
• Handles fast-paced and stressful situations well.
• Exceptional customer service skills.
• Self-motivated with the ability to work accurately and efficiently.
• Maintain organization within a process flow with moving pieces.
• Skilled in investigating issues and formulating creative solutions.

Qualifications

• High School diploma required; Bachelor's degree or related training equivalent preferred.
• Minimum of 5 years of relevant work experience in a similar role and scope of responsibility (preferred).
• Experience with export processes and documentation is required.
• Experience with ERP systems (Datacor preferred) is a plus.
• Proficiency in English required.

Systems Experience

• SOP Software
• Microsoft suite: Outlook, Excel, Teams, SharePoint, PowerPoint

Work Environment

This job primarily operates in an office setting and routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and mobile communications devices. The role requires comfort working in a shared space with constant noise, with or without the use of a private office.

Schedules may vary from week to week based on business demands, potentially exceeding 40 hours with or without notice.