Customer Support Representative II

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

📋 Description

• Accurately input, review, and process customer orders received via phone, email, web orders, and sales representatives.

• Confirm pricing, discounts, product availability, and customer account information.

• Prioritize and manage orders based on urgency, complexity, and service level agreements.

• Handle returns, exchanges, and backorders.

• Address intricate order-related challenges, including pricing issues, order changes, customer complaints, and shipping delays.

• Resolve customer inquiries and escalate unresolved or particularly complex issues.

• Identify recurring problems and share insights for process improvements.

• Collaborate with teams in warehouse, inventory, shipping, logistics, finance, billing, sales, customer service, quality assurance, and product.

• Inform customers of order statuses, shipping confirmations, backorders, delays, delivery schedules, and necessary changes via phone, email, or chat.

• Keep precise records of orders, customer interactions, and issue resolutions.

• Create invoices, packing slips, and shipping labels.

• Generate and analyze reports on order status, returns, and key performance metrics.

• Support customer feedback reports and ongoing improvement initiatives.

• Mentor junior Order Processing Representatives and assist in training and onboarding new team members.

• Act as a subject matter expert on order processing protocols.

• Identify workflow inefficiencies and recommend process enhancements.

⛳️ Requirements

• High school diploma or equivalent.

• At least 1 - 2 years of experience in order processing, customer service, or a related administrative role, demonstrating a proven ability to manage complex orders and issues.

• Strong attention to detail and precision in processing orders and verifying information.

• Exceptional written and verbal communication skills for effective interaction with customers and internal teams.

• Capability to address complex customer issues, troubleshoot problems, and offer viable solutions.

• Strong organizational skills, enabling efficient management of multiple tasks and priorities.

• Ability to work both independently and collaboratively in a fast-paced setting.

• Experience with ERP systems and order management software is preferred.

• Familiarity with logistics, shipping, and inventory management systems is preferred.

• Prior experience in a customer service or order management role with exposure to resolving escalated issues is preferred.

🏝️ Benefits

• Eligible for benefits starting the first day of the month following your start date.

• Tiered Medical, Dental, and Vision Insurance options.

• Health savings (HSA), healthcare, and dependent care flexible spending (FSA) accounts.

• Company paid short-term and long-term disability (unless covered by a state disability plan).

• Company paid life insurance and AD&D.

• Three weeks of accrued vacation time; accruals begin on Day 1.

• Paid sick leave of 48 hours per calendar year.

• Eligible employees may receive four (4) weeks of paid Care Giver leave after one year of service or in accordance with state leave laws.

• 401(k) plan that offers a 4% Safe Harbor company match on a 4% employee contribution commencing on Day 1.

• Employee Wellness and Financial Assistance Resources provided through Cigna and NY Life.

• Nine (9) paid company holidays each year.

• Opportunities for overtime.

• Annual 10% bonus opportunity in addition to the base salary.