Customer Service Representative

Position Purpose:

The Customer Service Representative (CSR) maintains customer relationships by providing support, resolving issues, and conveying information while assisting with sales, managing orders, maintaining records, expediting special requests, and communicating effectively with various teams to ensure coordinated efforts.

Essential Functions:

• Provide assistance and information to customers regarding products or services.

• Address and resolve customer complaints and problems.

• Process incoming sales orders via phone, fax, internet, e-mail, and electronic data interchange (EDI) while ensuring accurate pricing and data entry.

• Interpret and maintain EDI transmissions while ensuring the timely input of orders.

• Develop and maintain professional relationships with customers to respond to inquiries about pricing, availability, lead-time, and delivery.

• Process return goods requests, review shipment history and pricing, and enter return good authorizations (RGAs) into planning and control systems.

• Review debit memo requests, recommend validity, and obtain proof of delivery from carriers as required.

• Resolve advance shipping notice (ASN) errors daily to ensure accurate customer data and minimal accounts receivable impact.

• Maintain good relations with other departments on customer service issues.

• Advise marketing on pricing errors and customer contract issues to ensure accurate pricing and timely order processing.

• Process and route expedited freight requests and communicate urgent customer requirements proactively to minimize expenses.

• Coordinate customer requirements with production, inventory control, supplier scheduling, and shipping to expedite orders as needed.

• Perform other duties as assigned.

Education and Training

• High-school diploma or equivalent required.

• Associates degree or other higher education preferred.

Minimum Qualifications

• A minimum of 3 years' experience in customer service, sales, or a related field.

• Strong written and verbal communication skills required.

• Strong people skills are essential.

• Familiarity with customer service software, EDIs, and basic computer skills is preferred.

• An ability to adapt to different situations and manage various customer interactions, sometimes simultaneously is required.

• Experience with Microsoft products such as, but not limited to, Teams, Outlook, word, Excel, and PowerPoint.

• Ability to work well with other departments and ream members to ensure coordinated efforts.

• Willingness to work with a sense of urgency to address customer needs.

In accordance with applicable pay transparency laws, the salary range for this position is $56,000-70,000. Final compensation will be determined based on factors such as experience, education, qualifications, and other job-related criteria. This pay range is provided to ensure transparency and compliance with local, state, and federal regulations. Also, please follow the links below to learn about our company and the benefits that we offer as well as to see a full list of all current open positions.

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We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or other characteristics protected by law.