Customer Service Rep

Job Summary:

The Customer Service Representative is responsible for providing excellent customer service and assisting the sales team in increasing business. This role involves coordinating incoming orders, tracking shipments, preparing quotations, resolving customer issues, and supporting the sales team to grow and maintain customer relationships.

Duties/Responsibilities:

• Respond to customer order and quotation requests received via phone, email, and outside sales representatives.
• Enter orders and quotes into SAP.
• Forward incoming leads (via phone or website) to Sales Managers for follow-up and conversion.
• Coordinate with other departments to handle purchase orders, delivery dates, and customer service.
• Track sales orders in transit, ensuring timely shipments and customer satisfaction. Follow up as needed.
• Provide outstanding customer service by addressing inquiries, resolving complaints, and ensuring customer satisfaction.
• Act as an intermediary between customers and internal teams to address and resolve any issues that arise.
• Maintain a positive, solution-focused approach in all interactions.
• Support the sales team by ensuring the smooth flow of orders, tracking progress, and helping to maintain relationships with both new and existing customers.
• Ensure attention to detail in all activities, ensuring accurate information is passed along to customers and internal teams.
• Other duties as assigned.

Qualifications:

• High School Diploma required; a 2-year Associate's Degree is preferred.
• Minimum of 2 years' experience in customer service, preferably in a B2B environment.
• Strong attention to detail in all tasks.
• Ability to handle multiple projects and stay organized.
• Excellent time management and prioritization skills.
• Strong written and verbal communication skills with the ability to resolve issues effectively.
• Proficiency in MS Office and Adobe products.
• Self-driven, proactive, and able to work independently.

Preferred Qualifications:

• Bilingual in Spanish is strongly preferred.
• Experience in supporting a sales team and managing customer orders is a plus.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.