What are the responsibilities and job description for the Customer Service Representative position at Coast Southwest, Inc.?
Placentia, CAPosted Mar. 16, 2026
The Customer Service Representative serves as the first point of contact for customers to ask questions, order products, and receive regular status updates on placed orders. This position will process orders, prepare required paperwork for the warehouse and other departments, field and resolve customer complaints, process Return Material Authorizations, update and send price quotes, schedule shipments with outside carriers, and prepare various documents.
Essential Job Duties And Responsibilities
Order Entry and Processing
The Demands Of This Job Include
The Customer Service Representative serves as the first point of contact for customers to ask questions, order products, and receive regular status updates on placed orders. This position will process orders, prepare required paperwork for the warehouse and other departments, field and resolve customer complaints, process Return Material Authorizations, update and send price quotes, schedule shipments with outside carriers, and prepare various documents.
Essential Job Duties And Responsibilities
Order Entry and Processing
- Receive customer orders via phone or e-mail and efficiently enter them into the computer system.
- Accurately process and compile all necessary paperwork that accompanies each order.
- Print work orders and Bills of Lading for warehouse supervisor.
- Run daily and weekly reports from the computer system to manage open orders.
- Manage backorders by communicating with purchasing regarding incoming inventory.
- Update and maintain detailed spreadsheets that are utilized by multiple departments.
- Maintain the list of special customer requirements regarding shipments and deliveries.
- Regularly interact with customers over the phone to provide support, answer questions, provide pricing information, and upsell to generate increased sales.
- Resolve customer concerns or elevate them to appropriate sales or management personnel.
- Update and send quotes to customers based on feedback and guidance from the sales team.
- Provide sales team with sales growth opportunities or new sales leads.
- Interact between purchasing and sales on request for stock status, pricing, and lead time.
- Maintain excellent working knowledge of product names and end-uses.
- Bachelor’s degree from an accredited college or university.
- 3–5 years of customer service experience, including at least 2 years in a professional business environment, preferably in B2B settings.
- Exceptional telephone and written communication skills, with the ability to engage effectively with clients and colleagues.
- Experience building and maintaining long-term business relationships and understanding client needs.
- Highly organized, detail-oriented, and capable of managing multiple tasks and accounts simultaneously.
- Strong problem-solving and critical thinking skills to troubleshoot complex issues and recommend solutions.
- Proficient in Microsoft Office; experience with Chempax or other ERP/CRM systems is a plus.
- Ability to reliably report to work as scheduled.
- Knowledge of chemical/ chemical distribution industry is preferred.
The Demands Of This Job Include
- The physical and mental capacity to effectively perform all essential job duties and responsibilities.
- Must be able to concentrate on details, work under deadline pressures, apply sound logic and judgment, and prioritize tasks and responsibilities.
- Must be able to focus and multi-task in a busy environment and maintain composure in potentially stressful situations.
- Maintain effective and professional relationships with executives, staff, customers, vendors, and governmental agencies.
- Access to and maintenance of confidential and sensitive information.
- Must undergo and meet company standards for background checks, drug testing, and behavioral assessments.
- Employee is regularly required to sit, stand and walk.
- Ability to verbally communicate both in person and via telephone.
- Ability to utilize various office equipment, including computer, telephone, and copy machine.
- Occasional lifting and/or moving of up to 10 pounds.
- The position requires full-time, on-site presence at our Placentia, CA office.