Customer Solutions Representative I

Responsibilities

• Respond to customer inquiries via phone, email, chat, and other communication channels in a professional and timely manner.
• Provide customers with information regarding products, pricing, availability, lead times, order status, and shipping details.
• Resolve routine customer issues and escalate complex concerns to appropriate team members when necessary.
• Communicate order updates, shipment changes, and delivery information to customers.
• Enter and process customer orders, quotes, catalog requests, returns, and related transactions accurately and efficiently.
• Review orders for completeness and accuracy before processing.
• Aid customers with order modifications, cancellations, and status inquiries.
• Support return requests and coordinate required documentation and approvals.
• Maintain accurate customer information and records within company systems.
• Assist with resolving shipment issues, delivery exceptions, and returned packages.
• Support backorder communications by providing customers with updated delivery information.
• Partner with internal teams including Operations, Shipping, Quality, Finance, and Sales Support to resolve customer inquiries.
• Escalate fulfillment, inventory, pricing, and service-related issues as appropriate.
• Participate in team meetings, training programs, and process improvement initiatives.

Qualifications

• Strong verbal and written communication skills.
• Excellent attention to detail and organizational skills.
• Ability to manage multiple tasks in a fast-paced environment.
• Basic proficiency with Microsoft Office applications and business systems.
• Familiarity with CRM, ERP, or order management systems preferred.
• Experience supporting customers through phone, email, or chat channels preferred.
• US Citizenship or permanent residence required.
• High School diploma or equivalent.
• 0-2 years of customer service, administrative support, retail, hospitality, or related experience.
• Experience in a customer service, call center, eCommerce, distribution, or order processing environment preferred.
• Ability to operate office equipment such as a copier; ability to see details at a close range; ability to sit at desk or PC for long periods of time; work in office setting.