Customer Service Representative

Overview

• Provide exceptional customer service by addressing inquiries, complaints, and concerns promptly and professionally.
• Assist customers with product information, order processing, returns, and replacements efficiently.
• Develop and provide accurate freight quotes and custom product quotes to customers.
• Collaborate with sales representatives to support customer needs and ensure satisfaction.
• Maintain detailed records of customer interactions using ERP software.
• Contribute to team goals by improving customer service processes and achieving departmental objectives.
• Work on-site during standard business hours under the guidance of the Customer Service Manager.

Key Responsibilities & Duties

• Efficiently address customer inquiries via phone and email, ensuring timely resolution.
• Provide clear and concise explanations of products and services to customers.
• Accurately process customer orders, returns, and replacements using ERP systems.
• Generate and communicate freight quotes and custom product quotes to customers.
• Collaborate with sales representatives to address customer needs and ensure satisfaction.
• Maintain detailed and accurate customer records in ERP systems.
• Work diligently to resolve customer issues and ensure their satisfaction.
• Contribute to team goals by improving customer service processes and achieving departmental objectives.

Job Requirements

• Bachelor of Arts (BA) degree required.
• Minimum of 3 years of customer service experience; 5 years preferred.
• Proficiency in ERP systems, with Netsuite experience being a plus.
• Strong verbal and written communication skills.
• Excellent problem-solving and decision-making abilities.
• Ability to work independently and collaboratively in a team environment.
• Customer-oriented mindset focused on providing exceptional service.
• Availability to work on-site during standard business hours.