Customer Service Representative

The Customer Service Representative plays a vital role in ensuring customer satisfaction by delivering timely, accurate, and courteous support across multiple communication channels. This position is responsible for managing customer inquiries, resolving issues, and processing orders efficiently in a fast-paced environment. Serving as the primary point of contact between the company and its customers, the representative fosters positive relationships through clear, professional, and solution-oriented communication. Strong performance in this role contributes directly to customer retention and enhances the company’s overall reputation.

The ideal candidate demonstrates exceptional multitasking abilities, strong attention to detail, and the capacity to work independently while collaborating effectively with internal teams such as Sales, Operations, Manufacturing, Logistics, and E-Commerce. They are adept at problem-solving and maintain a positive, customer-focused attitude when addressing a wide range of customer needs.

Key Responsibilities:

• Serve as the primary contact for customer inquiries on baseline business, provide order status updates, and issue resolution.
• Accurately enter and review critical customer orders for non-project-based business, ensuring all required information is complete and correct.
• Confirm order details with customers, including delivery dates, product specifications, and special instructions.
• Coordinate with internal departments and external vendors to ensure timely order fulfillment and delivery.
• Monitor order progress and proactively communicate updates or delays to customers.
• Handle customer complaints and initiate corrective actions and enter replacement orders as requested by the quality team.
• Support the issuance of credit memos and sample shipments when needed.
• Answer incoming calls and emails, directing inquiries to the appropriate team members when necessary.
• Providing support to visitors and guiding them to the appropriate team member.
• Maintain accurate records of customer interactions, orders, and communications.
• Assist with general administrative tasks such as filing, scheduling, and preparing materials for customer visits, marketing orders or trade shows.

Required Skills & Qualifications:

• High School Diploma or GED required; associate or bachelor’s degree in business or related field is a plus.
• 2–5 years of experience in customer service, order management, or sales support.
• Strong written and verbal communication skills.
• High attention to detail and accuracy in data entry.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Proficiency in Microsoft Office Suite (Excel, Outlook, Word).
• Familiarity with ERP or order management systems preferred. IFS a plus.

Bilingual in English and Spanish is a plus.

Key Competencies:

• Customer-focused mindset with a proactive approach to problem-solving.
• Organized and efficient with strong time management skills.
• Team-oriented with a willingness to support others.
• Confident, assertive, and professional in communication.
• Able to maintain composure under pressure and meet tight deadlines