Customer Service Representative
About the Role
The primary focus of the Customer Service Representative is to provide quality service to our customers. The CSR will effectively communicate with a diverse customer base via phone, email, and fax to respond to inquiries, place orders, problem solve, obtain information, set-up repairs/returns, and communicate product information; as well as perform related duties as required.
Responsibilities
- Provide superior customer service through effectively responding to all inbound customer calls, emails, and faxes.
- Support customers by providing solutions, including:
- Accurate order processing and pricing functions in the ERP system
- Changes to accounts
- Order inquiries such as tracking information and product ETAs
- Product advice/knowledge
- Coordinate product return/repair support, including logging product and service complaints in a timely and professional manner
- Communication of product availability information
- Provide outbound communication as necessary to resolve or follow-up on issues.
- Utilize all available tools, including ERP system and CRM database, to accurately carry-out day-to-day tasks and responsibilities. 0
- Accurately obtain custom shipment or expedited freight requests from customers, notate and set-up orders as appropriate in ERP system, and coordinate successful completion of the shipment with the Operations team.
- Accurately create and maintain customer records in ERP and CRM systems, including order preferences, product specific feedback, address information, billing information, and contact preferences.
- Achieve all goals and metrics as assigned.
Related Duties
- Customer Service Administrative duties, including web, fax, mail, or Fulfillment Center order entry, and creation and/or analysis of basic system-based reports.
- Participation in special projects as assigned.
- Run reports as needed.
- Assist/back-up peers.
Why You’ll Love Working Here
- Medium-sized company – not too big, not too small – just enough to get things done and see your impact.
- Full medical, dental, vision, 401k, parental leave, paid holidays, paid time off, short & long term disability insurance, employee assistance program, and more!
- Your work matters – you’ll play a key role in supporting customers and keeping operations running smoothly.
Who You’ll Work With
You’ll report to the Customer Service Manager and work closely with a collaborative team of Customer Service Representatives, as well as cross-functional partners in Operations, Sales, and other internal teams.
Qualifications
You’ll like this role if you enjoy staying busy, solving problems, and making someone’s day easier. You’re someone who can juggle calls, emails, and tasks while keeping a positive attitude and strong attention to detail. If you like learning products, working with a team, and seeing your work directly impact customers, this is a great fit.
Benefits
- Full medical, dental, vision
- 401k
- Parental leave
- Paid holidays
- Paid time off
- Short & long term disability insurance
- Employee assistance program