Sr CSR

About the role

Ultimate Staffing Services is seeking a dedicated and experienced Senior Customer Service Representative (Sr CSR) to join a dynamic team in North County. The ideal candidate will have a strong background in customer service and the ability to manage and resolve complex customer inquiries with professionalism and efficiency.

Responsibilities

• Bring 5 years of recent customer service experience to the role.
• Answer incoming calls, emails, and live chats promptly and professionally.
• Update and maintain accurate customer profiles, pricing contracts, and customer communication in the ERP system.
• Order Management: Accurately process incoming purchase orders and respond to customers in a timely manner with confirmation, order status, lead times, and shipping schedules.
• Monitor open orders and proactively follow up with customers regarding shipment status, backorders, and potential delays to ensure a positive customer experience.
• Maintain accurate records of customer interactions, order activity, and service requests while ensuring all documentation is updated and organized within company systems.
• Collaborate with warehouse, production, and logistics teams to expedite urgent orders and resolve fulfillment issues in a timely and professional manner.
• Quote customers on components and products.
• Partner with production planning and the Purchasing Department to obtain delivery dates and communicate to customers with delivery dates and product availability in a prompt and professional manner.
• Support the Sales Department with customer accounts and orders.
• De-escalate customer issues and route escalated problems to the appropriate internal team.
• Investigate and resolve customer complaints regarding delivery delays, damaged goods, or billing discrepancies, coordinating with the accounting and quality departments.
• Enter and process RMAs.
• Set up new residential or commercial customer accounts.
• Create work orders and schedule service appointments for field technicians.
• Develop a strong working knowledge of product lines to assist customers with basic technical inquiries or recommend alternative products when needed.

Qualifications

• Education requirement is an AA degree.

Schedule

• Monday to Friday, 1st shift

Pay

• Max Pay: $36.00 per hour
• Min Pay: $33.00 per hour