Customer Service Representative
Who We Are Looking For
We are seeking a detail-oriented and highly organized Customer Service Representative to support order processing, freight coordination, and customer communications across our North American operations. This role is ideal for someone who thrives in a fast-paced, transactional environment where accuracy, responsiveness, and follow-through are critical. You bring strong attention to detail, the ability to manage high order volumes, and a proactive approach to resolving customer and order-related issues. You will play a key role in ensuring order accuracy, timely shipment coordination, and a seamless customer experience from order entry through delivery and follow-up.
Position Overview
The Customer Service Representative is responsible for delivering exceptional customer service while accurately processing and coordinating customer orders. This role ensures timely communication, precise order entry, and effective coordination with internal teams to meet customer expectations. The position supports order lifecycle management, including order entry, shipment coordination, pricing validation, returns processing, and issue resolution.
Key Responsibilities
- Receive, enter, review, and confirm customer orders via email and fax
- Distribute orders to warehouse operations for fulfillment
- Track backorders and process orders as inventory becomes available
- Provide order review support to warehouse teams
- Create Bills of Lading (BOL) as required
- Cooky ship and support carrier communication
- Maintain inventory movement and support forecasting activities
- Verify customer-specific pricing and maintain pricing accuracy
- Perform manual pricing adjustments when required
- Ensure ERP data integrity across orders and transactions
- Respond to customer inquiries related to orders, products, pricing, and inventory
- Answer and route incoming calls appropriately
- Provide timely follow-up and resolution to customer requests
- Process product returns and create call tags as needed
- Manage damaged goods claims, including credits and reshipments
- Adjust carrier invoicing where applicable
- Compile and distribute invoices via email, fax, or mail
- Maintain organized customer service records and documentation
- Provide backup support across customer service territories
- Aid with special projects and departmental needs
Qualifications / Experience
- A High School Diploma or GED (preferred)
- 2+ years of experience in customer service, order processing, or shipping/logistics environment
- Experience with ERP systems (SAP preferred)
- Strong phone etiquette and customer interaction skills
Core Competencies
- Order Accuracy & Attention to Detail – High precision in order entry, pricing, and data validation
- Customer Service Excellence – Professional, responsive communication with strong follow-through
- Freight & Shipping Knowledge – Understanding of BOLs, tracking, and logistics coordination
- Problem Solving – Ability to identify and resolve order, pricing, and shipment discrepancies
- Time Management – Effectively prioritizes high-volume workload in a fast-paced environment
- Technical Proficiency – ERP systems and Microsoft Office (Excel, Outlook)
- Cross-Functional Collaboration – Works effectively across operations, sales, and finance teams
- Adaptability & Team Support – Flexible and willing to support broader team needs
Benefits
- Competitive salary and comprehensive benefits program
- Medical, Dental, and Vision Insurance (generous employer contribution)
- Employer-paid Life, Short-term, and Long-term Disability Insurance
- Supplemental benefit options available
- 30% 401(k) with employer match and immediate vesting
- 11 Paid Holidays in 2026
About the Role
This role is non-exempt and works on-site in Aurora, CO.
Requirements
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Skills
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Benefits
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Pay
Base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location.
Schedule
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