Customer Service Representative

Job Summary

We are looking for a Customer Service Representative (CSR) to manage customer inquiries, orders, and post-sales support. The ideal candidate should have excellent communication skills, strong attention to detail, and the ability to work effectively with multiple internal departments.

Roles & Responsibilities

• Manage a high volume of inbound and outbound customer emails in a timely manner, handling 35+ emails daily.
• Provide clear and concise information about products, services, and company policies.
• Accurately enter customer orders based on defined criteria and provide order acknowledgments.
• Meet established performance metrics, including response times and timely order processing.
• Accurately document customer interactions and update relevant systems.
• Handle post-sales issues, including:
• Returns
• Invoice reconciliation
• Credits
• Rebills
• Communicate with customers in a friendly and professional manner while actively listening to their concerns.
• Coordinate with multiple internal departments, including Shipping, Sourcing, Sales, and Accounting, to resolve customer issues.
• Perform other duties and responsibilities as assigned.

Requirements

• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Ability to work effectively as part of a team.
• Willingness and ability to learn ERP systems and internal processes.
• Self-starter with a proactive approach to work.
• Quick learner with the ability to work independently and with minimal supervision.
• Proficiency in Microsoft Excel, Word, and Outlook.
• Strong attention to detail and accuracy.
• Ability to handle multiple customer interactions and changing priorities effectively.