Order Entry Customer Service Representative

About the role

The Customer Service Representative serves as a vital link between the company and its customers by delivering exceptional service and support throughout the customer experience. In this role, you will manage day-to-day customer interactions with professionalism, empathy, and a solutions-oriented mindset while ensuring clear, timely, and accurate communication.

Responsibilities

• Investigate and follow up on Non-Conformance issues to resolve order discrepancies and ensure prompt resolution
• Provide Non-Conformance status updates to Customer Service
• Process customer purchase orders promptly and with a strong focus on accuracy and attention to detail
• Address customer inquiries related to orders and shipments, availability of stock, and other related information as required
• Act as liaison between Sales, Warehouses, Finance, and Supply Chain teams to facilitate order fulfillment
• Analyze and communicate customer options for stock-out substitutions or up-sell opportunities
• Field customer complaints and inquiries, coordinating with internal departments as needed to proactively resolve customer, product, or other related issues in a timely manner
• Issue Sales Returns and Credit Memos as needed
• Manage inbound phone calls from both your assigned accounts as well as general indirect customer base; with a strong focus on responsiveness and consistent availability
• Maintain awareness of, and accountability for, meeting key performance indicators (KPIs), ensuring service standards, response times, and customer satisfaction goals are consistently achieved
• Track, document, and report discrepancies to ensure accurate records
• Other related job duties as required

Requirements

• Minimum 2-3 years’ experience in a related customer service/order management role
• Advanced capabilities in Microsoft Office applications (Outlook, Word, Excel, Power BI)
• Experience working with Microsoft Nav and/or Dynamics

Qualifications

• Exhibits Company Core Values - Consideration, Cooperation, Communication, Accountability, and Innovation
• Outstanding customer service and interpersonal skills
• Able to build and maintain relationships
• Able to maintain a positive, professional attitude
• Work effectively cross-functionally and with customers
• Highly effective communicator, both in writing and speaking
• Maintain an open mindset and willingness to adapt when faced with challenges or shifting priorities
• Exceptional analytical and problem-solving skills
• Demonstrates strong judgment in executing actions that balance customer satisfaction with strategic business objectives
• Strong attention to detail
• Demonstrates strong organizational, project management, and time management skills; adept at handling diverse tasks and managing competing demands

Skills

• Excellent verbal and written communication skills
• Customer service and problem-solving abilities
• Attention to detail and accuracy
• Ability to handle multiple tasks simultaneously
• Strong organizational and time management skills

Benefits

• Professional designed open office work environment to support team collaboration
• On-site Gym and Game Room
• Paid Holidays
• Medical, Dental, and Vision Benefits
• Short Term Disability, Travel Insurance, Life Insurance, and Employee Assistance Program
• Voluntary benefits including Long Term Disability and Pet Insurance
• 401K with Employer Matching Dollars
• Wellness Reimbursement Program
• Tuition Assistance Program
• Global company with offices in the US, AU, and EU
• Ability to work in a growing company where your talents and skills can have a positive impact
• Company social events throughout the year and monthly lunches!

Pay

Competitive salary commensurate with experience

Schedule

Full-time position