Customer Service Representative

About the role

We are seeking a Customer Service Representative to provide professional customer service and administrative support to internal and external customers. This position serves as a primary point of contact for order processing, invoicing, delivery scheduling, service requests, and issue resolution while meeting established standards for service, quality, accuracy, and productivity.

Responsibilities

• Respond promptly and professionally to inbound and outbound customer communications by phone and email.
• Assist customers and internal teams with product availability, pricing, order status, delivery schedules, billing, invoicing, and service requests.
• Accurately enter, process, and maintain customer orders and related documentation.
• Process daily invoicing and coordinate billing questions with customers and internal teams.
• Coordinate orders and customer requests with sales, operations, logistics, dispatch, and warehouse teams to ensure accurate and timely fulfillment.
• Monitor orders and proactively communicate delays, exceptions, and service issues.
• Take ownership of customer complaints by identifying issues, coordinating solutions, and following through to resolution.
• Escalate complex issues appropriately while maintaining customer communication and follow-up.
• Identify potential upselling and cross-selling opportunities and partner with sales as appropriate.
• Set up new customer accounts and maintain accurate customer and contact information in CRM systems.
• Maintain accurate call, email, order, follow-up, and customer records.
• Prepare correspondence, reports, presentations, and other administrative documents as needed.
• Manage office and kitchen supply ordering and inventory.
• Participate in product, system, process, and customer service training.
• Identify recurring customer issues and process inefficiencies and recommend opportunities for improvement.
• Support special projects and other duties as assigned.
• Follow all company safety policies and procedures and maintain professional conduct with customers and coworkers.

Requirements

• High School Diploma or equivalent required; Associate or Bachelor's Degree preferred.
• Previous customer service experience in a contact center, administrative, or service-oriented environment required.
• B2B customer service or experience with industrial products/services preferred.

Skills

• Strong verbal and written communication skills and professional phone etiquette.
• Customer-focused approach with strong relationship-building skills.
• Excellent problem-solving, judgment, and decision-making abilities.
• Strong organizational skills with excellent accuracy and attention to detail.
• Ability to prioritize and manage multiple responsibilities in a fast-paced environment.
• Ability to work independently and effectively as part of a team.
• Proficiency in Microsoft Word, Excel, and PowerPoint; CRM/Salesforce experience preferred.
• Ability to learn new systems and software.
• Open to coaching, feedback, and continuous process improvement.

Benefits

• Competitive pay
• Full benefits: medical, dental, vision, life, disability
• 401k + match
• HSA
• Generous PTO & sick time
• Career growth in a company that invests in its people