What are the responsibilities and job description for the Senior Customer Service Representative position at Aleron?
Description
Job Title: Senior Customer Service Representative
Location: Rockledge, FL
Employment: Direct Hire
Industry: Manufacturing
Compensation: $ 40,000-$50,000/Year
Schedule: 40 hours /week
About the Opportunity:
- The Senior Customer Service Representative serves as a primary point of contact for customers and supports the Customer Service team with complex issues, consistent processes, and timely order fulfillment.
- This role coordinates with internal departments to resolve concerns, maintain accurate records, and deliver responsive service.
- Respond promptly to incoming calls and inquiries, identify customer needs, and resolve or direct questions and concerns to the appropriate person or department.
Why You'll Love Working Here:
- Supportive, team-driven culture that values collaboration, transparency, and accountability
- Opportunity to grow your career with a global workforce solutions leader serving multiple industries
- People-first environment that encourages employees to bring their authentic selves to work
- Strong focus on partnership, innovation, and delivering meaningful results for clients and candidates
Why This Opportunity is Exciting:
- This role offers the chance to join a company that prioritizes both people and performance-where your contributions directly impact client success while giving you room to grow and develop professionally.
About Acara Solutions
- Acara is a premier recruiting and workforce solutions provider-we help companies compete for talent. With a legacy of experience in various industries worldwide, we partner with clients, listen to their needs, and customize visionary talent solutions that drive desired business outcomes. We leverage decades of experience to deliver contingent staffing, direct placement, executive search, and workforce services worldwide.
Sound like a good fit?
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What You'll Do:
- Prepare quotes and create or revise orders based on customer needs and Account Manager specifications.
- Maintain accurate customer, order, and sales records in ERP systema (SAP), and other applicable systems, including current tax exemption certificates.
- Coordinate with Sales, Marketing, Production, and Service to support customers from the initial sale through delivery.
- Assist the Production Manager in maintaining shipping schedules and communicating lead times.
- Review orders and charges against company purchase orders for accuracy; verify drawings, requisitions, purchase orders, and catalogs when preparing sales orders and related documentation.
- Prepare information sheets, installation calculation sheets, lot order forms, and print requests as needed, and provide sales data reports upon request.
- Serve as a senior resource to the Customer Service team by answering process and system questions and providing day-to-day guidance.
- Help coordinate workload and team coverage so inquiries, orders, and follow-up activities are handled accurately and on time.
- Assist with onboarding and training new team members on procedures, systems, customer service standards, and company processes.
- Coach and mentor Customer Service Representatives through knowledge sharing and practical feedback that strengthens product knowledge, communication, and problem-solving skills.
- Handle escalated customer concerns in collaboration with internal departments and communicate progress and resolutions to customers and stakeholders.
- Monitor customer issues and orders, follow up on outstanding items, and provide timely status updates.
- Identify recurring issues and process gaps and recommend improvements to service quality and efficiency.
- Partner with management to reinforce team expectations, recognize development opportunities, and support a collaborative, accountable team environment.
- Assist management with customer service reporting, documentation, special projects, and departmental initiatives as needed.
Job Requirements
What You'll Bring:
- High School Diploma or GED
- 5 years of experience in customer service experience, preferably in a manufacturing or production environment
What Sets You Apart:
- Proficiency with SAP or similar ERP systems preferable, Microsoft Office, including Excel, PowerPoint, Word, and Outlook.
- Strong verbal and written communication skills and the ability to build trust through clear communication and follow-through.
- Ability to evaluate and troubleshoot customer issues, resolve conflicts, negotiate solutions, and follow up through resolutions.
- Customer-focused approach with empathy, responsiveness, patience, and attention to detail.
- Ability to work independently and adapt to changing priorities in a fast-paced environment.
Additional Information:
- Upon offer of employment, the individual will be subject to a background check
After you apply, you may receive a call or message from our AI Talent Scout about this role or other opportunities that match your skills and preferences. AI agent role is to help speed up your hiring process by answering questions, confirming basic information, and identifying whether there's a mutual fit.
The call or chat may be recorded so that our recruiting team can review it - they make all final hiring decisions, while AI agent simply helps move you forward faster. The best part? They are available 24/7, so you can connect whenever it's convenient for you.
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Aleron companies (Acara Solutions, Aleron Shared Resources, Broadleaf Results, Lume Strategies, TalentRise, Viaduct) are an Equal Opportunity Employer. Race/Color/Gender/Religion/National Origin/Disability/Veteran.
Applicants for this position must be legally authorized to work in the United States. This position does not meet the employment requirements for individuals with F-1 OPT STEM work authorization status.
Aleron companies; Acara Solutions, Aleron Shared Resources, Broadleaf Results, Lume Strategies, Viaduct, and Aleron's strategic partner, SDI are Equal Employment Opportunity and Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sexual orientation, national origin, genetic information, sex, age, disability, veteran status, or any other legally protected basis.
Salary : $40,000 - $50,000