Customer Service Representative

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

📋 Description

• Delivering outstanding customer service by processing customer orders, addressing inquiries and issues, and collaborating with customers and internal teams to guarantee a positive customer experience and high levels of satisfaction.

• Entering customer orders into the company’s ERP software with a focus on accuracy and timely processing.

• Supplying product and order details to customers and the Sales team, including availability, delivery timelines, and relevant updates.

• Addressing customer inquiries in a professional, prompt, and helpful manner, ensuring that requests are fulfilled satisfactorily.

• Overseeing customer orders throughout the fulfillment process and proactively notifying customers and internal stakeholders of any delays, shortages, or changes.

• Collaborating with Sales, Operations, Material Requirements Planning, and Transportation teams to ensure product availability, delivery obligations, and customer expectations are met.

• Managing customer complaints professionally and promptly, including following up on shipping errors, referring shipping issues to Transportation, entering claims, and directing claims to the appropriate team.

• Maintaining a comprehensive understanding of customer accounts, preferences, services, and product offerings to effectively anticipate and meet customer needs.

• Keeping accurate customer records and account-related information within company systems, including contact details, shipping instructions, pricing information, and customer-specific requirements.

• Preparing and distributing customer-related and internal reports, ensuring accuracy, completeness, and timely delivery of information.

• Engaging in team meetings and continuous improvement initiatives aimed at enhancing customer service processes, operational efficiency, and customer satisfaction.

• Assisting with audits and other compliance activities by maintaining accurate documentation and supporting internal stakeholders as needed.

• Achieving established customer service performance standards, including response times, order accuracy, and customer satisfaction goals.

⛳️ Requirements

• High School Diploma or G.E.D.

• Associate’s Degree or equivalent from a two-year college or technical school is preferred.

• A minimum of two (2) years of professional customer service or related experience with customer-facing interactions.

• Experience in manufacturing, distribution, or supply chain environments is preferred.

• Familiarity with order processing, ERP systems, and cross-functional collaboration is desired.

• Strong communication skills to effectively interact throughout the organization.

• Capability to make quick and thorough decisions.

• Ability to inspire and energize a team to deliver successful solutions.

• Capacity to thrive in a fast-paced, high-pressure, deadline-driven environment.

• Skill in managing multiple projects and tasks concurrently.

• Precision and attention to detail in performing work accurately and thoroughly.

• Capacity to cultivate a culture of innovation, collaboration, and accountability within the organization.

• Ability to foster an inclusive environment where all employees feel empowered to contribute positively to the company.

• Skills to support employee retention and engagement for a sustainable workforce.

• Ability to collaborate with and support colleagues both internally and externally.

• Willingness to work hands-on in both an industrial manufacturing setting and a corporate environment.

• Professionalism in handling customer concerns and escalated situations while maintaining composure.

• Adaptability to changing priorities, processes, and business needs while sustaining productivity, work quality, and professionalism.

• Effective negotiation abilities.

• Proficient problem-solving skills.

• Strong follow-up skills.

• Proactive in identifying opportunities for improvement and suggesting ideas.

• Effective public speaking and presentation abilities.

• Proficient computer skills in a Windows environment, with expertise in Word, PowerPoint, and Excel.

🏝️ Benefits

• Medical, Dental, Vision – starting on day one!

• Virtual Medical Services.

• Fertility and adoption benefits.

• 401(k) Retirement Plan (earn 100% matching on your first 6% contribution and fully vested day one).

• Paid parental leave.

• Paid family leave.

• Company provided Salary Continuance (Short-term Disability).

• Company paid life insurance.

• Paid Holidays.

• Vacation.

• Tuition Reimbursement.

• Employee Assistance Program (EAP).

• Plus, more!