What are the responsibilities and job description for the Customer Service Representative - Distribution Support position at Rollease Acmeda?
The Customer Service Representative serves as a vital link between the company and its customers by delivering exceptional service and support throughout the customer experience. In this role, you will manage day-to-day customer interactions with professionalism, empathy, and a solutions-oriented mindset while ensuring clear, timely, and accurate communication.
You will be responsible for handling customer inquiries, resolving issues efficiently, and coordinating with internal departments to meet customer needs and expectations. This includes assisting with order-related concerns, shipment discrepancies, product availability, returns, and general account support. Your ability to build strong customer relationships, communicate effectively, and provide prompt resolutions will play a key role in maintaining customer satisfaction and fostering long-term loyalty.
WHO WE ARE:
Rollease Acmeda is a leading innovator in precision hardware, specialized fabrics, and premium motorization for the development of interior and exterior window covering systems. We strive to provide comfort, energy savings, and safety with our light management and shading solutions using cutting-edge technology, highly engineered systems, and advanced automation. We are passionate, customer-focused, innovative, and action-oriented people, who for over 40 years have designed and delivered exceptional products keeping us at the forefront of market-leading design.
WHAT YOU'LL BE DOING:
- Investigate and follow up on Non-Conformance issues to resolve order discrepancies and ensure prompt resolution
- Provide Non-Conformance status updates to Customer Service
- Process customer purchase orders promptly and with a strong focus on accuracy and attention to detail.
- Address customer inquiries related to orders and shipments, availability of stock, and other related information as required.
- Act as liaison between Sales, Warehouses, Finance, and Supply Chain teams to facilitate order fulfillment.
- Analyze and communicate customer options for stock-out substitutions or up-sell opportunities.
- Field customer complaints and inquiries, coordinating with internal departments as needed to proactively resolve customer, product, or other related issues in a timely manner.
- Issue Sales Returns and Credit Memos as needed.
- Manage inbound phone calls from both your assigned accounts as well as general indirect customer base; with a strong focus on responsiveness and consistent availability.
- Maintain awareness of, and accountability for, meeting key performance indicators (KPIs), ensuring service standards, response times, and customer satisfaction goals are consistently achieved.
- Track, document, and report discrepancies to ensure accurate records
- Maintain in-depth working knowledge of, and strong adherence to, company’s products, systems and processes.
- Other related job duties as required.
WHAT YOU SHOULD HAVE:
- Minimum 2-3 years’ experience in a related customer service/order management role.
- Advanced capabilities in Microsoft Office applications (Outlook, Word, Excel, Power BI).
- Experience working with Microsoft Nav and/or Dynamics.
- Exhibits Company Core Values - Consideration, Cooperation, Communication, Accountability, and Innovation.
- Outstanding customer service and interpersonal skills.
- Able to build and maintain relationships.
- Able to maintain a positive, professional attitude.
- Work effectively cross-functionally and with customers.
- Highly effective communicator, both in writing and speaking.
- Maintain an open mindset and willingness to adapt when faced with challenges or shifting priorities.
- Exceptional analytical and problem-solving skills.
- Demonstrates strong judgment in executing actions that balance customer satisfaction with strategic business objectives.
- Strong attention to detail.
- Demonstrates strong organizational, project management, and time management skills; adept at handling diverse tasks and managing competing demands
WHY IT'S GREAT TO WORK HERE:
- Professionally designed open office work environment to support team collaboration – HQ Only
- On-site Gym and Game Room - HQ Only
- Paid Holidays - Including company-wide holiday shutdown
- Business casual dress code
- Generous Paid Time Off
- Medical Dental, and Vision Benefits effective the first of the month following 30 days of hire
- Employer Paid Short Term Disability, Travel Insurance, Life Insurance, and Employee Assistance Program
- Voluntary benefits including Long Term Disability and Pet Insurance
- 401K with Employer Matching Dollars
- Wellness Reimbursement Program
- Tuition Assistance Program
- Global company with offices in the US, AU, and EU
- Ability to work in a growing company where your talents and skills can have a positive impact
- Company social events throughout the year and monthly lunches!
- Virtual library collection to support your development and inspire new idea
Rollease Acmeda is an Equal Employment Opportunity Employer. We are committed to recruiting, hiring, retaining, and promoting qualified associates without regard to age, race, religion, color, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, gender expression, mental or physical disability, national origin, marital status, citizenship, military status, genetic information, veteran status, or any other characteristic protected by federal, state, provincial, or local law.
#LI-KM1
Salary : $45,000 - $55,000