Customer Service and Office Administrator

Position Summary: The Customer Service Representative (CSR)/Office Assistant is responsible for supporting P.R. Russells Sales and Office Staff, particularly during the companys peak season (MarchJune). This position plays a key role in ensuring customer satisfaction through timely and accurate order processing, communication, and administrative support.

This position requires collaboration with the Sales, Accounting, and other internal departments to maintain smooth workflow and ensure customer needs are met. The role is office-based in Brentwood, NH.

Job Title: Customer Service Representative/Office Assistant

Essential Functions

• Customer Service & Sales Support
• Work effectively in a shared office environment with frequent distractions.
• Demonstrate strong multitasking and organizational skills.
• Prepare bi-annual quotes for existing, former, and prospective customers.
• Perform sales follow-up activities to support closing opportunities, including providing additional information, samples, and documentation using Salesforce.
• Communicate reasons for won and lost sales opportunities to management.
• Take and accurately enter customer orders across all lines of business, including private brand bagged, bulk, and contract packaging orders, using QuickBooks.
• Respond to customer inquiries via phone and email in a timely and professional manner.
• Develop and maintain product knowledge.
• Make outbound calls, including cold calling and lead qualification.
• Collect, document, and promptly relay customer complaints to management.
• Mail and/or deliver product samples to customers using a company vehicle throughout NH, MA, ME, etc.
• Review and assist in gathering customer documentation, such as credit applications and resale certificates.
• Conduct weekly collection calls and/or emails.
• Prepare and provide sales-related reports to management using Salesforce, QuickBooks, or manual analysis of multiple reports.
• Assist with data entry, including maintaining and updating customer information across various systems.
• Perform monthly updates to the company website store locator.
• Perform miscellaneous office, accounting, and administrative duties.
• Post orders according to customer requirements.
• Review delivery schedules and print Bills of Lading (BOLs) for outgoing shipments.
• Assist with scaling inbound and outbound trucks.
• Invoice outbound orders accurately and timely.
• Order office and breakroom supplies, as needed.
• Support Human Resources and payroll functions, as needed.

Additional Job Duties:

• Participating in PRRs Safety Committee
• May perform other duties as assigned

Qualifications:

• Minimum of 3 years service in a customer service role
• Strong verbal and written communication skills to interact professionally with customers, vendors, and co-workers via phone, email, and in-person
• Strong understanding of CRM programs such as Salesforce
• Experience using QuickBooks preferred
• Experience using Excel, Google Docs/Sheets, and Gmail required
• Organizational skills needed
• Ability to manage multiple tasks simultaneously, prioritize workload, and meet deadlines
• Ability to accurately input data, i.e., quotes, orders
• Willingness to obtain a state Scale Masters License
• The ability to handle customer inquiries and complaints while maintaining a positive customer experience
• Ability to work cooperatively across departments, including Sales, Accounting, and HR, to support seamless workflows
• Willingness to work a flexible schedule during peak seasons and assist with various administrative or operational tasks as needed

Hours and Schedule:

• Full-time- 40 hours per week
• Monday-Friday
• If desired and can be accommodated, reduced hours out-of-season

Vacation Blackout Period:

• In season (MarchJune)
• All non-essential absences are restricted during this period to ensure coverage during peak operations.

Benefits Available:

• Paid Vacation
• Health, Dental & Vision Insurance
• Simple IRA

Working Conditions and Physical Demands:

• Work is performed in a professional office environment.
• Office is a shared space
• Regular use of standard office equipment such as computers, phones, and printers
• The position may involve frequent collaboration and communication with colleagues via in-person meetings, email, and video conferencing.
• May occasionally require extended hours to meet deadlines or attend meetings.

Physical Demands:

• Prolonged periods of sitting at a desk and working on a computer.
• Frequent use of hands/fingers for typing, writing, and handling documents.
• Occasional walking, standing, bending, or reaching within the office.
• Ability to lift up to 25 pounds occasionally (e.g., office supplies or files).

Experience and License Requirements

• Customer Service