Jr. Customer Service Rep

Job Title: Junior Customer Service Representative (Jr. CSR)

Position Summary

The Junior Customer Service Representative (Jr. CSR) supports Sales and Customer Service operations by processing customer purchase orders, maintaining customer accounts, providing administrative support, and assisting with customer communications via phone and email. This role serves as an entry-level customer support position focused on delivering responsive service, maintaining accurate records, and supporting account management activities.

This position may require cross-training to provide administrative support coverage across multiple departments as business needs require.

Reporting Structure

This position reports directly to the V.P. Sales and/or CSR Supervisor.

Essential Duties and Responsibilities

Under the direction of the Sales Director(s) and Customer Service Supervisor, responsibilities include but are not limited to:

Customer Service & Account Support

• Process customer purchase orders accurately and timely.
• Respond to customer inquiries regarding products, services, and account information via phone and email.
• Assist customers by providing product and service information and directing inquiries to the appropriate Sales or Customer Service Representative (CSR).
• Maintain and update customer account information within company systems and databases.
• Assist with customer account setup and documentation as needed.
• Reactivate inactive customer accounts through outbound calls and email communications, including accounts with no activity for extended periods.
• Escalate customer needs, concerns, or opportunities to assigned Sales Representatives or CSRs.

Sales & CSR Administrative Support

• Support Sales and Customer Service teams with customer follow-up activities.
• Assist with Return Merchandise Authorization (RMA) creation, distribution, tracking, and follow-up.
• Provide phone coverage for Sales and Customer Service teams as needed.
• Support Account Manager(s) with customer communications and account-related activities.
• Assist with customer service activities for domestic and/or international accounts, based on departmental assignment.
• Prepare reports, logs, and activity tracking as requested by management.
• Attend sales, customer service, and departmental meetings as required.

Administrative & Operational Support

• Assist with office organization and general administrative duties.
• Support trade shows, company events, and website data entry as assigned.
• Meet call activity expectations, performance goals, and departmental metrics as established by management.
• Maintain compliance with applicable company policies, ISO requirements, and ESD procedures.
• Cross-train to provide administrative support to other departments as needed.

Qualifications

Education & Experience

• High School Diploma or equivalent required; Associates or Bachelors degree preferred.
• Minimum of two (2) years of customer service, clerical, administrative, or related office experience preferred.

Knowledge, Skills & Abilities

• Strong verbal and written communication skills in English.
• Excellent customer service and interpersonal skills with a professional and courteous demeanor.
• Strong organizational skills with the ability to multitask, prioritize responsibilities, and meet deadlines.
• Proficiency in Microsoft Office applications, including Word, Excel, Outlook, and email systems.
• Ability to work independently and collaboratively in a team environment.
• Willingness to learn company products, systems, and market knowledge.

Core Competencies

• Customer Focus
• Communication Skills
• Teamwork & Collaboration
• Attention to Detail
• Time Management
• Problem Solving
• Organization & Planning
• Adaptability & Flexibility
• Quality & Compliance Awareness

Physical & Work Requirements

This position is primarily performed in an office environment and may require prolonged periods of sitting, computer work, telephone communication, and occasional lifting of office materials up to 20 pounds.

Disclaimer

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Management reserves the right to modify, assign, or remove duties as business needs change.

Job descriptions and responsibilities may be revised and/or modified at any time based on the continuing business needs of Ampronix Inc. and at the discretion of executive leadership and Human Resources.