Customer Service Representative II

About the role

The Customer Service Representative II plays a crucial part in handling more complex customer interactions, providing escalated support, and contributing to organizational goals through improved customer satisfaction and operational efficiency.

Responsibilities

• Respond to and resolve escalated customer inquiries, concerns, and complaints in a timely and professional manner.
• Provide intermediate-level product support and technical guidance within established parameters.
• Cook up with engineering, production, logistics, and other teams to resolve customer issues and ensure successful outcomes.
• Manage order changes, returns, and warranty-related requests with accuracy and attention to detail.
• Maintain accurate records of customer interactions, transactions, and issue resolutions.
• Monitor customer concerns and identify trends or recurring issues to support process improvements.
• Ensure adherence to company procedures and service standards while maintaining a high level of customer satisfaction.
• Support ongoing communication between customers and internal teams to ensure expectations are met.

Requirements

• Requires an Associate degree or equivalent work experience; 2+ years of experience in customer service or a related field, or any combination of education and experience, which would provide an equivalent background.
• Experience in a manufacturing or technical environment preferred.
• Working knowledge of customer service practices and systems.
• Intermediate understanding of products and technical concepts.
• Strong problem-solving and conflict resolution skills.
• Able to manage multiple priorities and work independently.
• Effective verbal and written communication skills.
• Proficiency in customer management systems and standard business tools.

Essential And Physical Functions

• Ability to analyze and resolve moderately complex customer issues.
• Strong attention to detail and organizational skills.
• Ability to manage multiple tasks in a fast-paced environment.
• Ability to communicate technical information clearly to customers and team members.
• Ability to sit or stand for extended periods while working on a computer and phone system.

Work Environment

• Perform work primarily in an office or hybrid environment.
• Occasional exposure to manufacturing or warehouse settings during training or issue resolution.
• Routine interaction with customers, internal teams, and leadership.
• Fast-paced, collaborative environment requiring adaptability and responsiveness.
• Compliance with all company policies and procedures to maintain a safe working environment.
• Use of personal protective equipment (PPE) as required when visiting operational areas.