Customer Service Rep

Sales Support Specialist(CSR)

Position Summary

The primary focus of this role is to deliver exceptional customer support by processing sales orders, preparing quotations, and assisting with inquiries related to order status, shipping dates, pricing, and product availability. This position serves as the central Sales Support Helpdesk and acts as the primary point of contact for sales-related inquiries. The role also proactively identifies and escalates customer concerns while partnering with Customer Service and internal teams to ensure timely resolution and a positive customer experience.

Key Objectives

• Support company sales growth through the accurate and timely processing of quotations, sales orders, and customer requests.
• Partner with Customer Service teams to enhance customer satisfaction and strengthen customer relationships.
• Demonstrate professionalism, integrity, and a customer-focused approach in all business activities.

Essential Responsibilities

• Process, review, and accurately enter customer sales orders received from customers and sales representatives.
• Prepare, maintain, and update customer records, files, and reports to ensure accurate data management.
• Ensure compliance with company policies, procedures, and quality standards.
• Collaborate cross-functionally with Sales, Finance, Customer Service, and Operations to facilitate accurate account setup, order processing, and invoicing.
• Manage customer credit and debit memo requests.
• Review sales proposals and preliminary quotations for completeness, accuracy, pricing, and technical requirements.
• Generate and distribute official customer quotations through the company's ERP/accounting system and revise as necessary.
• Respond promptly to customer inquiries regarding order status, product availability, pricing, and shipping schedules.
• Provide outstanding customer service and maintain strong customer relationships.
• Gather and communicate customer feedback to support continuous improvement initiatives.
• Adapt effectively to changing business priorities and workloads while maintaining a high level of accuracy and service.
• Perform additional duties and projects as assigned.

Key Deliverables

• Maintain daily communication with Sales, Finance, Customer Service, and Warehouse teams to support the sales order lifecycle.
• Ensure customer inquiries and requests are resolved efficiently and professionally.
• Monitor and track quotations from initial request through issuance of the final customer quote.
• Support accurate and timely order processing, invoicing, and customer account management.
• Contribute to a positive customer experience through effective problem-solving and follow-up.

Qualifications & Skills

• Strong ability to work in a fast-paced environment while managing multiple priorities.
• Excellent organizational, time management, and follow-up skills.
• Exceptional attention to detail and commitment to accuracy.
• Self-motivated with a high level of initiative and accountability.
• Proven ability to work collaboratively across departments and with external customers.
• Professional telephone etiquette and strong customer service skills.
• Excellent written and verbal communication abilities.
• Dependable, adaptable, and able to maintain professionalism under pressure.
• Strong team player with a willingness to support additional responsibilities when needed.
• Passion for delivering high-quality service and continuously improving processes.

Education & Experience

• Associate degree in Business Administration or a related field, or an equivalent combination of education and experience.
• Experience in customer service, sales support, order management, or a related administrative role preferred.
• Proficiency with Microsoft Office applications, particularly Excel.
• Experience with ERP or accounting systems preferred.

• All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, Los Angeles County Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.