Customer Service Representative

About the role

SureWerx is a leading manufacturer of innovative safety, tool, and equipment products and solutions. Since 1957, we’ve been trusted to keep all who use our products safe in even the most challenging environments. Today, our growing family of world-leading brands serves customers and partners across the U.S., Canada, and Europe. This full-time, in-office position is based in our North Dartmouth, MA office and reports directly to the Director of Customer Experience.

Responsibilities

• Act as a primary contact for all SureWerx and Oberon’s International accounts from order receipt to order entry to shipment to invoicing.
• Prepare customs invoices, documentation, boat and air shipment bookings, and any other related international shipment paperwork requirements across the globe.
• Communicate with customers via telephone, email, and MS Teams for all ordering and shipping related matters.
• Review inventory requirements against customer order demand and provide customer notification regarding late shipment, short shipment, pricing verification, product availability, ship date, and arrive date.
• Educate customers on product offerings and industry safety standards.
• Perform various clerical duties such as order entry, filing, order checking, and assisting guests at the main office door.
• Work cross-functionally with internal teams including Sales, Operations, Credit, and Accounting to support order fulfillment, product specifications, credit applications, proforma invoices, invoice inquiries, and payment terms.
• Utilize troubleshooting and time management skills to exceed customer expectations.
• Investigate and resolve customer claims and complaints; maintain appropriate documentation trails for ISO and non-ISO standards.
• Support exporting and importing goods, ensuring export procedures and proof of delivery.
• Coordinate requests for information, freight rate quotes, and technical data for customers.
• Manage documentation, scheduling, and delivery timelines with freight forwarders.
• Assist guests visiting the branch office.
• Initiate and coordinate the RMA (return material authorization) process with customers, sales, and operations teams for credit issuance.
• Participate in developing customer and department-specific process improvements.
• Assist other customer service representatives with weekly and monthly report running as needed, typically during staff shortages.
• Back up other customer service team members, keeping customers updated on purchase orders, shipping details, and invoicing matters.
• Perform other duties as assigned.

Requirements

• Excellent computer skills, particularly in order processing with computer and database systems.
• Strong attention to detail, demonstrating a history of being highly detail-oriented and error-free.
• Great time management skills to efficiently handle a high volume of order entry in a fast-paced environment.
• Strong multitasking abilities for effective handling of multiple tasks simultaneously.
• Positive attitude with effective written and verbal communication skills.
• People-oriented mindset, capable of working with individuals of diverse personalities.
• Friendly telephone manners and a customer-focused approach.
• Creative problem-solving abilities and a logical approach to resolving issues.
• Ability to work well in a team and collaborate effectively with colleagues.
• Outstanding organizational skills for efficient management of responsibilities.
• Strong communication skills (verbal and written) and understanding of cultural sensitivities.
• Ability to work independently, set priorities, work under pressure, and use sound business judgment.

Qualifications

Applicants must have valid authorization to work in the United States for any employer and must not require, now or in the future, visa sponsorship or visa transfer.