Customer Service Representative

Summary

The Customer Service Representative (CSR) serves as the primary liaison between Us and the client, providing exceptional service throughout the post-sales process. This role is responsible for managing customer inquiries, ensuring order accuracy, coordinating with internal departments, and enhancing the overall customer experience. The CSR is a solutions-oriented communicator who ensures client satisfaction while supporting operational efficiency.

Core Competencies

• Customer-Centric Mindset
• Analytical Problem-Solving
• Attention to Detail and Accuracy
• Composure and Patience
• Exceptional Communication Skills
• Adaptability and Flexibility
• Professionalism and Positive Demeanor
• Dependability and Accountability
• Multitasking and Organizational Efficiency

Essential Duties And Responsibilities

Customer Service and Communication

• Answer the phone with a positive, energetic voice; listen attentively to the customer.
• Answer all emails in a timely and professional manner.
• Contact customers via phone or email with follow-up information.
• Provide customers with order confirmation and shipping information.
• Assist customers in problem resolution and escalate to the Customer Service Manager when needed.
• Resist telling a customer “no” until all resources have been exhausted.
• Always offer a solution if the exact material requested is unavailable.
• Work directly with the Customer Service Manager on any difficult situations.

Order Management and Processing

• Receive and process customer orders via phone, email, online portal, ensuring timeliness and accuracy.
• Monitor open orders and proactively manage any delays or updates.
• Obtain necessary information from customers to ensure prompt and efficient order processing.
• Provide accurate pricing and inventory information.

Sales and Technical Support

• Provide support to the sales team with any administrative or customer-related needs.
• Deliver basic technical assistance to customers; escalate complex inquiries to the Sales or Technical team.
• Maintain a solid grasp of the products and services offered to effectively assist customers and the sales team.

Documentation and System Management

• Keep up-to-date customer notes and records in the NetSuite system.
• Maintain good communication with the warehouse to ensure accurate order fulfillment and status updates.

Administrative and Organizational Duties

• Maintain accurate and complete documentation of customer interactions in NetSuite.
• Assist with invoicing support and shipping documents as needed.
• Support warehouse and fulfillment activities with clear communication and paperwork.
• Proactively identify potential issues in order flow and escalate accordantly.

Routine Duties And Responsibilities

• Ensure customer complaints are addressed and resolved in a timely manner
• Prepare order entry and ensure data is accurate
• Maintain clear communication with your team; it is essential
• Have a solid grasp of our products and services we offer
• Ensure that management personnel are kept informed of all pertinent customer issues
• Other duties as assigned and directed

Supervisory Responsibilities

This position has no supervisory responsibilities.

Supervision Received

This position reports to the Customer Service Manager.

People Contact

Ability to work with other employees, customers and vendors.

Qualifications

Demonstrated proficiency with Microsoft Office Suite and CRM System (NetSuite)

Capable of operating standard office equipment

Highly organized and detail-oriented, with the ability to prioritize tasks and manage multiple responsibilities effectively.

Able to perform work with a high degree of precision

Comfortable working in a fast-paced setting with frequent interruptions while maintaining focus and productivity.

Possesses excellent telephone etiquette and customer service skills, with the ability to remain calm and professional when interacting with difficult or upset customers.

Education And / Or Experience

Required : High School Diploma, Associates Degree or higher preferred but not required. 1-2 years of customer service and data entry experience.

Preferred experience : 5 years’ experience working in an office environment with business-to-business customer service duties.

Certificates, Licenses, Registrations

Required : Valid Driver’s License

Language Skills

Must be able to communicate effectively both in writing and verbally in English and Spanish to interact with clients and other employees.

Ability to write and read reports.

Mathematical Skills

Must be able to formulate and comprehend business math calculations. Excellent basic arithmetic skills

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

Physical Demands

The physical requirements consist of walking, turning the head and torso, stooping, kneeling, reaching, grasping, bending, and flexing the arms, legs, wrists, hands, and fingers. The senses of being able to see, hear, and have full power of speech are required.

Work Environment

This position will be working primarily indoors. Exposure to warehouse environment such as noise, dust, odors and fumes, chemicals and adhesives.

May be required to go outside for the purpose of viewing product with a customer, which may be hot, cold, wet, and dirty.

The noise level in the work environment is usually moderate.