Customer Service - Customer Service Representative

Position Summary
The Customer Service Representative serves as the primary point of contact for dealers, customers, sales representatives, and internal departments. The CSR is responsible for ensuring accurate order processing, timely communication, issue resolution, and overall customer satisfaction throughout the order lifecycle.

Daily Responsibilities
Order Management

Review and process incoming purchase orders accurately and efficiently.
Verify pricing, product availability, shipping requirements, and customer information.
Monitor open orders and proactively address any holds, backorders, or allocation issues.
Coordinate order changes, cancellations, and special requests as required.

Customer Communication

Respond to customer inquiries via phone, email, and ticketing systems in a professional and timely manner.
Provide order status updates, shipment tracking information, and product availability details.
Communicate delays, shortages, or issues and work toward acceptable resolutions.

Account Support

Maintain customer account information and ensure data accuracy.
Assist customers with returns, credits, warranty claims, and replacement requests.
Escalate complex issues to appropriate departments when necessary.

Issue Resolution

Investigate and resolve order discrepancies, shipping issues, invoice concerns, and product-related inquiries.
Liaise with warehouse, credit, purchasing, sales, and technical support teams to resolve customer concerns.
Document all customer interactions and actions taken.

Ticket & Queue Management

Monitor assigned tickets and service requests throughout the day.
Prioritize urgent customer issues to meet service level expectations.
Ensure all activities and customer communications are properly documented.

Internal Collaboration

Work closely with sales representatives, warehouse personnel, purchasing teams, and management to ensure smooth order fulfillment.
Participate in team meetings and provide updates on customer concerns, backorders, and service challenges.
Share knowledge and support team objectives.

Performance Expectations

Maintain a high level of accuracy in order entry and customer records.
Meet departmental response and resolution time goals.
Demonstrate professionalism, teamwork, accountability, and strong attention to detail.
Deliver exceptional customer service while building positive customer relationships.

Daily Priorities

Process and release customer orders.
Review and resolve order holds and exceptions.
Respond to customer emails, calls, and tickets.
Follow up on open issues and outstanding requests.
Monitor shipments and provide proactive communication.
Update records and document customer interactions.
Support internal teams to ensure efficient order fulfillment.