Customer Service Representative
Posted
Position Summary
The Customer Service Representative (CSR) supports Account Representatives and customers by coordinating orders, providing timely updates, resolving order-related issues, and ensuring positive customer experience. This role serves as a key point of contact for day-to-day customer needs while working closely with Sales, Operations, and other internal departments to ensure accurate order processing and timely fulfillment.
Primary Responsibilities
Customer Service & Order Management
Serve as a primary point of contact for customer inquiries, order status updates, and issue resolution.
Enter and process customer orders in S2K, ensuring accuracy and completeness.
Prepare quotes, coordinate samples, and communicate pricing and product information as needed.
Monitor back orders, inventory availability, and delivery schedules, communicating changes or delays to customers and Account Representatives.
Coordinate with internal departments to resolve order discrepancies, delivery concerns, and other customer issues.
Support billing inquiries and assist with resolving invoicing discrepancies.
Sales & Account Representative Support
Provide administrative and customer service support to Account Representatives to maintain strong customer relationships.
Coordinate pricing updates and implement approved price increases at the direction of Account Representatives, as applicable to individual customer accounts.
Identify pricing or order concerns, including potential margin issues, and communicate them to the appropriate Account Representative.
Assist with customer quotes, samples, and follow-up requests to support sales activities.
Participate in occasional customer visits alongside Account Representatives to support customer relationships and service needs.
Order Fulfillment & Administrative Support
Coordinate with Operations, Warehouse, and other internal teams to support accurate and timely order fulfillment.
Track orders, deliveries, and back orders to help ensure customer expectations are met.
Collect and direct customers to the appropriate process for submitting credit applications, as needed. Credit applications are submitted directly to the Credit Department through the designated process.
Maintain accurate customer and order information in company systems.
Perform other related duties as assigned to support the Sales team and overall business operations.
Skills & Abilities
Strong customer service and communication skills, with the ability to build positive working relationships.
Excellent organizational skills and attention to detail when processing orders and managing competing priorities.
Ability to communicate effectively with customers, Account Representatives, and internal departments to resolve issues.
Strong problem-solving skills and the ability to follow through on customer requests.
Ability to work independently while collaborating with a team in a fast-paced environment.
Proficiency with Microsoft Office applications and the ability to learn company-specific software and systems.
Willingness to develop product knowledge, pricing familiarity, and an understanding of company processes over time.
Education & Qualifications
High school diploma or equivalent required.
Previous customer service, order processing, sales support, or related experience preferred.
Experience working with order management systems or ERP software is a plus.
Strong communication, organizational, and computer skills.
Ability to learn product offerings, internal procedures, and customer-specific requirements on the job.