Customer Service Representative

Key Responsibilities

• Respond to customer inquiries via phone, email, or other platforms in a professional and timely manner.
• Provide detailed information about products, services, and order status.
• Handle customer concerns and complaints with empathy and effectiveness, ensuring resolutions that meet service standards.
• Accurately enter, update, and maintain customer orders in the system.
• Track orders and communicate status updates or delays proactively to customers.
• Assist with changes, cancellations, returns, and exchanges in accordance with company policy.
• Avoid issues by investigating and resolving customer issues, escalating complex concerns when necessary.
• Maintain thorough documentation of all customer interactions and resolutions.
• Identify recurring issues and suggest improvements to internal processes.
• Liaise with logistics, production, sales, and other teams to ensure timely and accurate order fulfillment.
• Communicate relevant customer feedback to internal teams to improve service and product offerings.
• Perform accurate data entry and maintain customer records in warehouse management systems.
• Ensure data integrity and perform periodic audits for accuracy.
• Monitor backorders and lead times, providing timely updates to customers and internal teams.

Qualifications

• A high school diploma or equivalent required; some college coursework preferred.
• 2+ years of customer service or order entry experience, preferably in a manufacturing or distribution environment.
• Strong verbal and written communication skills.
• Proficiency in Microsoft Office and experience with CRM or ERP systems (e.g., Epicor, SAP, Salesforce).
• A high level of accuracy and attention to detail.
• Ability to multitask, prioritize, and manage time effectively.
• Strong problem-solving and conflict-resolution skills.
• A team-oriented mindset with a proactive and customer-first attitude.