Customer Service Representative (CSR)

Company Description

Eclipse Outdoor is a dynamic and growing company specializing in custom-made shade products . We are committed to delivering high-quality products and exceptional customer experiences. Our mission is to empower individuals with reliable, innovative, and durable solutions for their outdoor needs. Located in Middletown, NY, we take pride in fostering a collaborative and supportive work environment for our team.

Role Description

This is a full-time on-site role for a Customer Service Representative (CSR) located in our Middletown, NY office. The CSR will manage customer inquiries, resolve issues, ensure customer satisfaction, and deliver an excellent customer experience. Responsibilities include responding to customer questions, managing orders, providing product information, and working closely with internal teams to address client needs.

Pay: $20.00 - $25.00 per hour based on experience

Responsibilities:

·         Answer incoming calls courteously and professionally, route calls to the appropriate person.

·         Review customer order forms for accuracy; contact customers for clarification as needed.

·         Provide product and service information and help resolve product or service issues.

·         Respond to product and service questions and provide information about additional products and services, as appropriate.

·         Maintain customer records by updating account information.

·         Open and update customer accounts by recording and maintaining account information.

·         Support basic account maintenance activities, including processing customer adjustments in accordance with company policy.

·         Help resolve product or service issues by documenting the concern, identifying root causes, coordinating corrective actions, and following up to confirm resolution.

·         Process sample fabric requests from customers.

·         Track shipments (UPS, FedEx, and other carriers) and proactively communicate delivery updates or delays.

·         Communicate with fabric vendors regarding orders, changes/updates, and expected shipment dates.

·         Update fabric yardage information and run daily fabric reports in FileMaker.

·         Review and distribute screen and shade orders to appropriate personnel.

·         Contribute to team efforts by accomplishing related tasks as needed.

Additional Skills / Abilities:

·        Demonstrate a positive, solutions-oriented approach.

• Collaborate effectively with teammates and maintain a customer-focused mindset.
• Communicate professionally and respectfully with customers and coworkers.
• Manage multiple tasks and orders simultaneously with attention to detail.
• Work effectively in a fast-paced environment.
• Work independently with minimal supervision when needed.
• Prioritize tasks and meet deadlines in a high-volume setting.

Required Qualifications:

·        High school diploma or GED (associate or bachelor’s degree preferred).

·        2 years of customer service experience, preferably in manufacturing, distribution, or industrial environments.

·        Strong communication and problem-solving skills

·        Ability to multitask and manage multiple orders simultaneously.