Customer Service Representative

Key Responsibilities: Serve as the primary contact for customer inquiries related to products, orders, pricing, warranties, and service requests. Process customer orders, order modifications, returns, and related documentation in accordance with company policies. Maintain accurate customer records and ensure data integrity within company systems. Partner with internal departments, including Credit, Operations, and Sales, to resolve customer concerns and support account needs. Monitor customer accounts and provide timely updates regarding order status, product availability, and issue resolution. Escalate service concerns appropriately and communicate trends or recurring issues to management. Review and process service-related credits within established authorization limits. Manage multiple customer accounts and priorities while meeting service expectations and response-time goals. Resolve customer complaints, returns, and product-related issues in a professional and solution-oriented manner. Support ongoing customer satisfaction and account retention initiatives.

Knowledge, Skills & Abilities: Strong customer service and relationship management skills. Ability to identify customer needs and provide effective solutions. Excellent verbal and written communication skills. Strong organizational skills with the ability to manage multiple tasks simultaneously. Proficiency with Microsoft Office Suite, including Word and Excel. Experience working with ERP, CRM, or database management systems. Ability to handle customer concerns with professionalism, tact, and diplomacy. Strong attention to detail and commitment to accuracy. Ability to collaborate effectively within a team environment.

Qualifications: High school diploma or equivalent required; some college coursework preferred.25 years of customer service, account management, or customer support experience preferred. Experience in a manufacturing, distribution, retail, or business-to-business environment is a plus.

Working Conditions: Primarily office-based environment. Regular use of computers, phone systems, and business software applications. Frequent communication with customers and internal stakeholders via phone, email, and virtual meetings. Requires extended periods of sitting and computer use.