Customer Service Representative

The Customer Service Representative serves as a key liaison between customers and internal teams, delivering exceptional service while supporting business growth and operational excellence. This role manages complex Retail customer accounts, resolves escalated issues, and collaborates across departments to ensure accurate order fulfillment, effective communication, and seamless customer experience. This role pays between $19.50-$21.00/HR. depending on experience.

Responsibilities include, but are not limited to, order entry and maintenance, order flow approvals, order status communication, billing and invoice resolution, payment status investigation, customer return processing, credit verification and issuance, and identifying opportunities to improve processes and customer satisfaction. This role also provides guidance and support to team members, contributes to departmental initiatives, and performs other duties as assigned.

The Customer Service Representative reports to the Customer Service Manager.

Responsibilities:

· Handles all inbound sales inquiries and orders via phone for new business development

· Communicates directly with customers through email or phone

· Data entry into ERP system, NetSuite or other software for recordkeeping

· Reference information within ERP system, NetSuite for business decisions

· Sales and website order entry, approval, and revisions

· Sales order status communication with customers

· Process freight claims

· Coordinate efforts with internal team members (i.e. Sales Department, accounting, and shipping)

· Provide feedback to management regarding errors, failures, or concerns

· Promotes special offers to customers to generate incremental add-on, up selling and cross selling sales revenue

· Responsible for their sales development of all customers (existing and prospecting) in sales territories through inbound and outbound communication

· Performs additional data entry, telemarketing, or marketing assistance as needed

Required Skills, Education and Experience

· 1 years in customer service role

· Proficiency in MS Excel and Outlook

· HS Diploma

Desired Skills, Education and Experience

· Familiarity with distribution and health industry and service standards

· Proficiency NetSuite ERP a plus

· Proven decision-making and excellent problem-solving skills

· Ability to multi-task and work in a fast-paced environment with shifting priorities and demands

· Strong verbal, written communication skills

· Associate’s degree

Benefits

· Hybrid Work Schedule

· Medical/Dental/Vision insurance with flex spend

· Paid time off plus holidays

· 401K plan

· Supplemental insurance options