Customer Service Representative

Serves as a primary point of contact for customers and sales agents before and after orders are placed. Builds and maintains positive customer relationships while coordinating with internal departments to ensure customer needs are addressed accurately, appropriately, and promptly.

Essential Duties and Responsibilities:

Customer Service and Issue Resolution

Respond promptly to customer inquiries.

Address customer concerns early and resolve issues promptly and effectively.

Keep customers fully informed of any factors affecting scheduled deliveries.

Order and Request Processing

Process customer orders, RMA forms, credit memo requests, sample requests, and literature requests.

Submit the required paperwork to the Production Scheduler to initiate production.

Process and coordinate customer EDI orders and transactions.

Enter and process agent shipments promptly, ensuring inventory records remain current.

Coordinate with agents and customers to process RMAs.

Production, Inventory, and Shipping Coordination

Coordinate with the Production Scheduler and Purchasing Manager to confirm that products required for orders are available.

Work closely with the Shipping Department to coordinate daily shipments and provide required shipping documents.

Provide shipment tracking information by phone or email.

Work with the Warehouse Manager to locate lost shipments, redirect shipments, and arrange customer-specified carrier pickups.

Investigate freight billing errors and complete credit memo forms as needed.

Quoting and Customer Records

• Maintain current quotes and coordinate with the Sales Team to ensure pricing is accurate and up to date in the system.
• Record interactions related to individual job quotes.
• Maintain accurate customer master data

Technical and Product Knowledge

• Proficiency in Microsoft Outlook; working knowledge of Excel, Word, and PowerPoint is preferred.
• Familiarity with current product lines and the customer base.
• Familiarity with the software currently used for order entry.

Communication and Customer Service

• Excellent verbal and written communication skills.
• Commitment to providing exceptional customer service.
• Ability to maintain a positive, solution-oriented approach when addressing customer concerns.

Organization and Process Skills

• Ability to follow established procedure manuals and business processes.
• Strong organizational and multitasking skills, with the ability to manage competing priorities.

• High school diploma or GED required; college degree preferred.
• Minimum of two years of customer service experience.