What are the responsibilities and job description for the Customer Service Representative position at GROWSCAPE?
The Customer Service Representative is passionate about delivering a professional, responsive customer experience by managing orders, inquiries, and account details from entry through delivery. This role partners closely with the sales team and internal operations to ensure accuracy, timely communication, and effective coordination while proactively monitoring order status, resolving issues, and supporting strong customer relationships
Key Responsibilities
- Check inventory, price, lead time, status of delivery, product knowledge
- Process customer orders and changes to existing orders
- Audit sales orders entered by another CSR, confirm price, packaging, color
- Research and process complaints/returns
- Update customer portals
- Coordinate and maintain customer shipping schedules
- Coordinate information with scheduling and load planning areas and communicate customer priorities
- Review open order reports for each customer/proactively provide order status updates
- Assist in customer maintenance
- Process sample requests
- May include occasional travel to visit customers and/or trade shows
- Project positive and professional image to customers and internal stakeholders
- Bachelor’s degree in business, marketing, or related field preferred. Equivalent experience also accepted.
- 2 years of customer service or customer support experience in a B2B environment; manufacturing, distribution, or logistics experience preferred. Familiarity with retail/big box account management strongly preferred.
- Proven ability to manage multiple priorities while maintaining accuracy and responsiveness
- Experience handling customer complaints, returns, and issue resolution with professionalism
Skills & Competencies
- Computer skills including Microsoft Office (Outlook, Word, Excel) and familiarity with ERP systems, CRM platforms, and customer portals. Ability to quickly learn new systems
- Excellent communication skills including strong written and verbal communication skills, in both phone and email interactions
- Excellent organizational skills with the ability to prioritize multiple tasks