Customer Service Rep Roles & Responsibilities
Join our team as a Customer Service Representative and become the voice of our brand. In this dynamic role, you'll be the first point of contact for our customers-resolving issues, answering questions, and ensuring every interaction is a positive one. You'll manage orders with precision, collaborate across departments to solve problems, and help drive customer satisfaction to new heights. If you're a proactive communicator with a passion for helping others and a knack for multitasking, this is your chance to thrive in a fast-paced, supportive environment where your contributions really matter.
Roles and Responsibilities:
Customer Support:
- Respond to client inquiries, providing timely and accurate information aligned with company policies. Monitor customer requests and needs, prioritizing tasks based on customer needs.
- Deliver exceptional customer service and maintain a high level of customer satisfaction
- Promptly and accurately address customer inquiries and complaints, including inquiries on product availability, prices, delivery times, and order status. Address customer service issues with effective problem-solving skills, ensuring client satisfaction and retention.
- Provide product information, troubleshooting support, and guidance to customers.
- Log all communication and interactions in the CRM/ticketing system to ensure consistency and continuity in customer service.
- Support customer onboarding processes, ensuring a smooth transition and understanding of our systems.
- Participate in ongoing training to remain knowledgeable about products and industry trends.
Order Management:
- Support the entry of purchase orders (POs) into the system, verifying and validating order details to ensure accuracy and successful fulfillment of all orders.
- Investigate and resolve customer or shipper complaints. Conduct root-cause analysis and create corrective actions for non-compliant shipments or other issues.
- Collaborate with other departments to resolve any issues related to order entry or fulfillment.
Communication and Collaboration:
- Communicate effectively with team members, other departments, and senior management.
- Support collaborative and productive relationships with departmental leaders and parent-company support teams.
- Foster a positive and collaborative work environment.
Requirements:
- Proven experience in customer service and sales with 1-3 years of experience.
- Excellent communication and interpersonal skills.
- Strong problem-solving and conflict resolution abilities
- Ability to work independently and as part of a team.
- Proficiency in ERP, CRM software and Microsoft Office.
- Ability to handle difficult customer inquiries with empathy and professionalism
- Background in performance management and quality assurance
- Exceptional organizational and multitasking capabilities
- 100% on-site/in office position