Customer Service Representative

JOB TITLE: Customer Service Representative

EMPLOYER: Twisted X, Inc.

DEPARTMENT: Customer Service

REPORTS TO: Customer Service Manager

EFFECTIVE DATE: 06/23/2026

SUMMARY: The ideal CSR candidate will excel at providing our customers with an elevated service experience, by anticipating customers’ needs, and exceeding customer expectations, while striving to create genuine relationships with our customers/vendors.

DUTIES AND RESPONSIBILITIES:

• Answer phone calls coming into the call center from retailers and end consumers.
• Provides help to customers including but not limited to entering orders and return authorizations, open order reports, and product availability.

• Provide timely resolution of customer complaints, concerns, and inquiries.
• Build effective relationships and trust with customers by listening to their needs.
• Prepares reports and correspondence as needed.

• Perform other related duties as assigned by management.
• Help end consumers with product information and retailer locations.
• Work tickets in Freshdesk from customers and sales reps for designated group.
• Provide timely replies, order confirmations, backorder and shipment information to customers and sales reps.
• Organize email to efficiently handle incoming mail and provide timely replies.
• Analyze reports, research order and shipment issues.
• Maintain knowledge of customer account settings.
• Possess knowledge of B2B system to help customers as needed.
• Double check orders for accuracy and file orders as needed.
• Run reports to ensure orders are updated or cancelled based on the status of the products and order settings.
• Process retailers’ Employee orders.
• Review, adjust, and release B2B orders.
• File orders and account documents while keeping the file area organized.
• Work on special projects as needed.

QUALIFICATIONS:

• One to two years related experience or equivalent.
• Excellent customer service skills.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Office, including Outlook and Excel.
• Commitment to excellence and high standards.
• Strong organizational skills; able to manage priorities and workflow.
• Ability to work independently and as a member of various teams.
• Ability to understand and follow written and verbal instructions.
• Professional appearance and demeanor.
• Ability to perform diversified clerical functions and operate basic office machines.
• Ability to effectively communicate with people at all levels and from various

backgrounds.

• Must be able to speak, read, write, and understand the primary language(s) used

in the workplace.

• Bilingual skills a plus.
• Acute attention to detail and ability.
• Versatility, flexibility, multitasking, and a willingness to work within constantly changing priorities with enthusiasm.

COMPETENCIES:

• Customer Service-Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
• Problem Solving-Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Works well alone or in group problem solving situations; Uses reason even when dealing with emotional topics.
• Technical Skills-Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Oral Communication-Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings.
• Written Communication-Writes clearly and informatively; Edits work for spelling and grammar; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork-Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Leadership-Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
• Organizational Support-Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and

• values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Professionalism-Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions.
• Quantity-Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Attendance/Punctuality-Is consistently at work and on time; Ensures work responsibilities are covered when absent.

Dependability-Follows instructions, responds to management direction. Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

• Initiative-Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Occasionally required to stand
• Occasionally required to walk
• Continually required to sit
• Continually required to utilize hand and finger dexterity
• Occasionally required to bend, stoop, kneel.
• Continually required to talk or hear.
• Continually utilize visual acuity to operate equipment, read
  technical information, and/or use a keyboard
• Occasionally required to lift/push/carry items up to 25 pounds

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

QUALIFICATIONS:

• One to two years related experience or equivalent.
• Excellent customer service skills.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Office, including Outlook and Excel.
• Commitment to excellence and high standards.
• Strong organizational skills; able to manage priorities and workflow.
• Ability to work independently and as a member of various teams.
• Ability to understand and follow written and verbal instructions.
• Professional appearance and demeanor.
• Ability to perform diversified clerical functions and operate basic office machines.
• Ability to effectively communicate with people at all levels and from various

backgrounds.

• Must be able to speak, read, write, and understand the primary language(s) used

in the workplace.

• Bilingual skills a plus.
• Acute attention to detail and ability.
• Versatility, flexibility, multitasking, and a willingness to work within constantly changing priorities with enthusiasm.