Job Summary

The Customer Service Representative serves as the primary point of contact for customers, ensuring a positive customer experience by addressing inquiries, resolving issues, and processing customer requests. This role acts as the customer advocate by coordinating with internal teams to ensure timely resolution of customer concerns while maintaining accurate documentation and records. The position also supports order management, customer communications, and reporting functions within the Customer Care organization.

Job Description

• Manage overall customer experience and serve as the main point of contact for customers
• Enter customer orders into internal systems to support production planning and revenue generation
• Manage customer escalations and work with internal and external teams to resolve issues
• Provide pricing and lead time information to customers
• Process RMAs, initiate debit/credit requests, and log customer complaints
• Generate reports and analyze customer data
• Communicate customer requirements to production, planning, and other internal departments
• Maintain accurate customer records and documentation
• Support continuous improvement initiatives within the customer care organization

Skills Required

• 3+ years of customer service or customer-facing experience
• 3+ years of ERP systems experience (SAP experience preferred)
• Experience working in Production/Operations is a plus
• Experience supporting both B2B and direct end-user customers is a plus
• Strong verbal and written communication skills in English
• Typing speed of at least 60 words per minute
• Ability to understand technical products and customer requirements
• Proficiency in Microsoft Office (Outlook, Word, Excel) and database systems
• Strong customer service and problem-solving skills
• Ability to work in a fast-paced environment and manage multiple tasks
• Strong organizational and data management skills

Education/Training/Certifications

• Associate’s degree or equivalent experience preferred

Pay Rate/Salary

• Pay Rate $26-$27/ hr (Actual compensation is subject to variation due to such factors as education, experience, skillset, and/or location)