Customer Service Representative

Company Description

SW® Sustainability Solutions Inc. specializes in sustainable hand protection products designed to enhance worker performance, improve hand health, and prioritize safety. By combining industry insight with cutting-edge manufacturing innovation, SW delivers advanced solutions tailored to meet the needs of diverse workplaces. With a commitment to worker well-being, the company drives advancements that positively impact job performance and safety standards. At SW, making a tangible difference in hand health and protection is a core value.

Role Description

We are seeking a full-time Customer Service Representative based in Union City, CA, to communicate with customers daily via email and phone call, inquiry replies, process urgent orders and samples, coordinate with the warehouse, be involved with various systems for data entry, resolve issues, assist inquiries from internal customer sales team, logistics, accounting, marketing, and external customers. 

Responsibilities: 

• Interface with customers via phone, email, and in person to provide overall customer satisfaction.
• Accurate and timely processing of customer orders to ensure satisfaction.
• Promptly respond to customer inquiries regarding products, services, and accounts.
• Handle and resolve customer complaints professionally.
• Obtain and evaluate all relevant information to handle product inquiries.
• Provide pricing, service, and delivery information to customers promptly.
• Regular and accurate maintenance of customer account information in the database.
• Direct communication with sales representatives to provide accurate information regarding samples, customer orders, and inventory levels.
• Strong time management skills to meet team and individual deadlines.
• Record details of customer interactions in Salesforce for future reference by the CS Department or other departments within the company.
• Follow up on all customer requests within 24 hours.
• Work cross-functionally to provide necessary customer information and assistance to Regional Sales Managers and sales reps.
• Flexibility to adjust and adapt to meeting customer needs as well as internal requirements.
• Maintains customer records by updating account information.
• Resolves product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
• Provides timely, accurate information on the status of incoming customer orders and product knowledge requests.
• Processes customer orders/changes/returns according to established department policies and procedures.
• Works closely with the credit department to resolve disputed credit items.
• Provides timely feedback to the company regarding service failures or customer concerns.
• Partners with the sales team to meet and exceed customers’ service expectations.

Knowledge/Experience: 

• High school diploma or equivalent required, college degree preferred
• Minimum of 2-3 years of previous B2B customer service or Call Center experience desired
• Minimum 2-3 years of experience with data entry.
• Must have experience working in a team environment and meeting deadlines
• Exceptional customer service, active listening, verbal and written communication skills, and professional phone voice
• Knowledge of using ERP programs for order processing and data gathering, preferred experience with NetSuite and Salesforce.
• Proficiency with computers and experience with shipping companies (UPS, FedEx, LTL carriers, etc.)
• Demonstrate strong attention to detail to ensure accuracy of orders and overall customer satisfaction.
• Organized, flexible, able to follow instructions and receive feedback.
• Exercises good judgment within defined procedures and practices to determine appropriate actions and problem-solve as needed.
• Ability to ask prying questions and diffuse tense situations
• Strong time management and decision-making skills
• Adaptability and accountability
• Fluency in multiple languages may be desired