Customer Service Representative and Sales Support

• Serve as the first point of contact for customers via phone and email, providing timely, professional, and accurate responses to inquiries.
• Assist customers with product information, pricing, availability, order placement, and order status.
• Handle customer issues and complaints with professionalism, ensuring timely resolution and customer satisfaction.
• Investigate and resolve service or billing issues in coordination with accounting and internal teams as needed.

• Prepare and process customer orders received via phone, email, or EDI.
• Accurately enter orders into the ERP system and place orders through vendor portals or EDI platforms.
• Track order status through vendor systems and update progress within the ERP.
• Create and manage cases related to order issues, discrepancies, or delays.
• Process order invoicing and maintain accurate order documentation.
• Perform miscellaneous administrative and operational tasks as assigned by the Customer Service Manager.

• Support Sales Leadership by aligning daily activity with the maintenance of existing federal accounts and the pursuit of new opportunities.
• Assist with generating quotes, processing sales-related orders, and following up on leads.
• Support efforts to recapture lost business as identified by the sales team.
• Identify opportunities to cross-sell or promote additional products and services when appropriate.
• Maintain a working knowledge of GPS products, services, and customer requirements.

• Work closely with internal teams, including sales, accounting, and order processing, to ensure smooth execution of customer needs.
• Communicate effectively with external vendors to resolve order-related issues.
• Participate in weekly order processing meetings to address outstanding issues and improve workflows.

• Maintain accurate records of customer interactions and transactions in the CRM system.
• Stay informed on product updates, industry trends, and market conditions relevant to customer needs.
• Recommend process improvements while adhering to company policies and standard operating procedures.

• Strong experience with internet-based tools and professional email communication.
• Basic understanding of accounting concepts, including invoices, purchase orders.
• Ability to manage orders and billing processes with accuracy and attention to detail.

• Proficiency in Microsoft Outlook, Excel, and other Microsoft Office applications.
• Experience handling PDFs and documentation using Adobe tools.
• Familiarity with CRM systems and online ordering platforms.
• Experience with NetSuite ERP is preferred but not required.

• Excellent written and verbal communication skills.
• Strong interpersonal skills and the ability to build rapport with customers and colleagues.
• High attention to detail with strong note-taking and documentation habits.
• Effective time management skills with the ability to multitask and prioritize in a fast-paced environment.
• Proactive problem-solving mindset and a positive, customer-focused attitude.

• This is a full-time, hourly, in-office position based in Altamonte Springs, FL (not remote).
• Employees are expected to follow established company SOPs.
• The role will evolve as the employee gains experience, with additional responsibilities introduced over time.
• GPS operates in a collaborative, team-oriented environment with frequent interaction across departments and with external partners.
• The work pace is dynamic, with periods of high volume requiring effective prioritization and adaptability.

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