Customer Service Representative

Title: Customer Service Specialist

Functional Area: Customer Service

Reports to: Director of Customer Service

Position Description:

Customer Service Representatives are responsible for high‑volume order entry and basic customer interactions. They serve as the primary point of contact for incoming customer purchase orders, inquiries, and requests. The focus of this role is speed, accuracy, and professionalism while following established processes and procedures.

Primary Responsibilities

• Enter and process customer purchase orders accurately and efficiently
• Handle incoming customer calls and emails related to order status, basic product questions, and order entry
• Verify pricing using approved pricing files and established procedures
• Create and manage Salesforce cases for customer inquiries and order requests
• Maintain accurate documentation of customer interactions
• Follow established communication procedures, guidelines, and policies
• Coordinate with internal departments such as sales, production, and shipping as required
• Identify issues requiring escalation and route them to Tier 2 Customer Service Representatives
• Maintain professionalism and positive relationships with internal and external customers
• Meet order processing accuracy and productivity expectations

Key Competencies

• Strong data entry and attention to detail
• Ability to manage high‑volume order entry
• Customer service orientation
• Time management and organization
• Clear verbal and written communication
• Ability to follow established procedures and workflows
• Basic problem solving and decision making
• Team collaboration