Customer Service Representative

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

📋 Description

• Act as the main point of contact for customers, sales representatives, and both internal and external business partners through phone and email communications.

• Keep precise records of interactions and ensure timely, professional responses.

• Conduct research and process customer orders efficiently.

• Investigate issues related to order status and fulfillment using SAP and associated business applications.

• Look into shipment status, delivery issues, shortages, damages, missing items, and other order-related concerns.

• Collaborate with warehouse, transportation, and other internal teams to find solutions and relay updates to customers.

• Work with internal departments and business stakeholders to address complex inquiries and fulfillment challenges.

• Foster an outstanding customer experience.

⛳️ Requirements

• High school diploma or equivalent is mandatory.

• Some college education is preferred.

• Two to three years of previous customer service experience is required.

• Strong written and verbal communication abilities are essential.

• Excellent listening, problem-solving, organizational, and prioritization skills are necessary.

• Capability to work independently, demonstrate sound judgment, assume responsibility for tasks, and collaborate effectively within a team.

• Proficiency in computers and business applications, including Microsoft Excel, Outlook, and email-based customer support.

• Ability to learn and navigate multiple systems, research information, analyze data, document findings accurately, and apply established procedures to resolve customer issues.

• Experience with SAP and MARC is an advantage.

• Familiarity with ticketing, case management, contact center, or CRM platforms is preferred.

• Professional, patient, and empathetic telephone demeanor.

• Strong attention to detail and a commitment to accuracy.

• Bilingual or multilingual fluency is advantageous; proficiency in German, Japanese, Chinese, Spanish, and French is desirable but not compulsory.

🏝️ Benefits

• Eligibility for bonuses or profit sharing, depending on the company's performance.

• Option for remote work.

• Option for office-based work.

• Standard working hours are Monday through Friday.