Sr. Customer Service Representative

Job Description

Job Description

We are looking for a skilled Sr. Customer Service Representative to join our team in Eden Prairie, Minnesota. In this Contract-to-Permanent position, you will play a key role in addressing customer inquiries and ensuring a smooth and satisfying client experience. This role requires strong communication skills, attention to detail, and a proactive approach to problem-solving in a collaborative environment.

Responsibilities :

• Respond to customer inquiries regarding orders with professionalism and accuracy.
• Investigate and resolve order-related issues by coordinating with internal departments such as logistics, billing, and warehousing.
• Maintain detailed and accurate records of customer interactions in the company’s CRM system.
• Escalate complex issues to senior team members or management for timely resolution.
• Proactively identify customer needs and recommend appropriate solutions or services to enhance their experience.
• Collaborate with internal teams to improve customer support processes and overall satisfaction.
• Meet or exceed key performance metrics, including response time, resolution rates, and customer satisfaction.
• Stay informed about company products, services, and policies to provide accurate and up-to-date information.
• Contribute to a supportive and collaborative team environment by sharing insights and suggestions for process improvements.
• Strong written and verbal communication skills with the ability to convey information clearly and professionally.
• Proven ability to prioritize tasks and manage time effectively in a dynamic, fast-paced setting.
• Demonstrated problem-solving skills with a focus on customer satisfaction.
• Proficiency in Office Suite tools, including Excel, Word, and Outlook.
• Experience with major ERP systems or CRM platforms such as Dynamics SL.
• Familiarity with customer communication in industries like e-commerce, retail, or distribution is a plus.
• Ability to adapt quickly to new systems and workflows in a contract-to-permanent environment.