Job Description

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

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