Customer Service Representative

The Customer Service Representative at Sterling Technologies serves as the primary point of contact for customers throughout the entire order lifecycle. This role is responsible for processing customer orders accurately and efficiently, managing inbound and outbound communications across multiple channels, and ensuring seamless operational follow-up to resolve issues, confirm deliveries, and maintain high levels of customer satisfaction. The ideal candidate is detail-oriented, proactive, and thrives in a fast-paced technology-driven environment.

Key Responsibilities

•       Receive, enter, and process customer purchase orders accurately in the company ERP/order management system

•       Verify order details including product specifications, pricing, quantities, and shipping requirements

•       Coordinate with sales, warehouse, and logistics teams to confirm order availability and delivery timelines

•       Issue order acknowledgments, confirmations, and invoices to customers in a timely manner

•       Monitor open orders and proactively communicate status updates or delays to customers

•       Process order changes, cancellations, and returns (RMAs) in accordance with company policy

•       Maintain accurate and complete order records and documentation

•       Respond promptly and professionally to customer inquiries via phone, email, and online portals

•       Provide product information, pricing, availability, and lead time guidance to customers

•       Serve as the internal advocate for the customer, escalating issues to appropriate departments when needed

•       Build and maintain strong customer relationships through consistent, courteous, and knowledgeable service

•       Communicate shipping tracking information and expected delivery dates proactively

•       Prepare and distribute customer-facing communications including announcements, service updates, and correspondence

•       Document all customer interactions in the CRM system for accurate account history

•       Conduct post-order follow-up to confirm customer receipt, satisfaction, and resolution of any open issues

•       Collaborate with internal departments (shipping, production, accounting) to resolve order discrepancies and delays

•       Track and manage open service tickets, complaints, and escalations through to resolution

•       Identify recurring customer issues and escalate trends to management for process improvement

•       Assist with billing inquiries, invoice disputes, and credit/debit adjustments in coordination with accounting

•       Support the collection of customer feedback and Net Promoter Score (NPS) data

•       Contribute to daily and weekly operational reporting on order status, backlog, and customer satisfaction metrics


Qualifications

Required

•       High school diploma or equivalent; Associate's or Bachelor's degree preferred

•       5 years of customer service experience in a manufacturing environment

•       Proficiency with ERP systems and CRM platforms 

•       Strong written and verbal communication skills with a professional and customer-focused demeanor

•       Demonstrated ability to multitask, prioritize workload, and meet deadlines in a high-volume environment

•       High attention to detail with strong data entry accuracy

•       Proficiency in Microsoft Office Suite (Word, Excel, Outlook). Able to perform analysis in Excel- formulas, pivots, etc. 

•       Experience with B2B customer service in a technology products or electronics environment

•       Familiarity with logistics, freight, and supply chain operations

•       Experience processing import/export orders or working with international customers

•       Bilingual skills (English/Spanish) are a plus

Core Competencies

 Customer Focus & Service Excellence, Problem Solving & Critical Thinking,
 Organizational Skills & Attention to Detail, Collaboration & Cross-Functional Teamwork,
 Adaptability & Composure Under Pressure, Initiative & Ownership Mindset

 Working Conditions

•       Standard office environment; extended periods of computer and telephone use

•       Core hours: Monday through Friday, 8:00 AM to 5:00 PM.

•       Ability to remain stationary for extended periods and communicate clearly in spoken and written English