Customer Service Representative

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Promptly and professionally answer incoming calls, aiming for 100% of calls to be answered within three rings.

• Address customer emails within approximately 2 hours during business hours.

• Respond to live chat inquiries within 1–2 minutes.

• Monitor voicemail and return calls within 1–2 hours during business hours.

• Manage customer questions, concerns, and escalated issues.

• Provide precise information regarding products, availability, lead times, and delivery.

• Suggest alternative products based on cost, availability, and specifications.

• Collaborate with teams in Order Entry, Accounting, Purchasing, Sales, and Operations.

• Liaise with vendors and Purchasing about shipment dates and delivery details.

• Oversee scheduled shipments and follow up or expedite orders as necessary.

• Contact carriers to reroute, stop, or expedite freight as required.

• Follow up with customers post-sale to ensure satisfaction and address any concerns.

• Respond to inquiries within 1–2 hours and work towards resolution within 24 hours.

• Escalate second replacement requests for the same item to the Quality team.

• Maintain accurate records and customer information.

• Effectively manage time and meet individual performance expectations.

• Collaborate with colleagues across the organization.

• Complete additional customer service or administrative tasks as needed.

⛳️ Requirements

• High School Diploma or GED is required.

• A minimum of 2 years of customer service experience.

• Exceptional verbal and written communication skills.

• Strong skills in customer service and relationship building.

• High level of attention to detail and accuracy.

• Ability to prioritize and manage multiple tasks efficiently.

• Comfortable working in a fast-paced environment.

• Strong problem-solving abilities with a proactive approach to customer issues.

• Capable of effective communication with individuals at all levels of an organization.

• Ability to work independently while contributing effectively to a team.

• Required equipment includes a computer, 2 monitors, HDMI cables, mouse, keyboard, and headset for calls.

• Preferred experience in a manufacturing or distribution environment.

• Familiarity with ERP systems is preferred.

• Prior experience in a customer-facing role involving order management, logistics, or product support is preferred.

• Availability to work Monday–Friday, from 7:00 AM to 3:30 PM Central Time.

🏝️ Benefits

• 100% remote work opportunity.

• $50 birthday bonus.

• $200 testimonial bonus.

• $500 monthly raffle entry.

• No tracker is required.

• Equipment requirements listed: computer, 2 monitors, HDMI cables, mouse, keyboard, and headset for calls.