Customer Service Representative

Key Responsibilities

• Proactively review assigned territory accounts to anticipate customer needs and enhance the overall customer experience.
• Review customer orders for completeness and accuracy prior to entry to ensure timely processing.
• Respond promptly and professionally to customer inquiries, striving for same-day responses whenever possible.
• Provide information regarding product pricing, availability, order status, and expediting; direct end users to authorized distributors as appropriate.
• Collaborate with customer service team members to support shared goals and ensure seamless service coverage.
• Serve as a senior resource and subject matter support for team members, assisting with complex customer issues and escalation resolution.
• Provide guidance and onboarding support to new or less-experienced team members, promoting best practices and service standards.
• Partner with Sales and cross-functional teams to strengthen customer relationships and support business objectives.
• Coordinate with credit, planning, and shipping departments to ensure on-time delivery and smooth order fulfillment.
• Investigate customer concerns and complaints; partner with leadership to identify root causes and recommend corrective actions.
• Support leadership with process improvement initiatives, workflow coordination, and operational feedback.
• Route special pricing requests to the appropriate Sales Manager while maintaining clear communication with customers.
• Maintain accurate customer records, correspondence, and order documentation.
• Demonstrate knowledge of company products and brand value in all customer interactions.
• Continuously develop knowledge of departmental procedures and identify opportunities to improve service effectiveness.
• Act as a liaison between leadership and the customer service team to help reinforce priorities and service expectations.