Customer Service Representative

Duties and Responsibilities:

 

Essential Functions:

• Foster strong customer relationships by researching and addressing inquiries related to work orders, invoices, shipments, and inventory in a courteous and timely manner. • Accurately process and enter all customer orders into the system, generating required documentation for both customer and warehouse needs. • Verify and ensure accurate invoicing for all customers.

• Serve as a liaison between the warehouse and customers for account administration, and between the office and customers for invoicing and collection matters.

• Maintain an up-to-date procedures manual detailing account-specific processing requirements.

• Report customer feedback and trends to management promptly, including indicators of dissatisfaction.

• Answer incoming calls and operate office equipment and computer systems necessary for daily tasks.

• Prepare accurate and timely reports as requested by management or customers.

• Maintain organized and complete documentation for all orders and related customer files.

• Ensure accurate billing for all customer accounts.

 

Marginal Functions:

• Provide job training for new hires.

• Assist with accounts receivable collections for assigned customers, as applicable.

• Draft and send customer appreciation letters.

• Support continuous process improvement initiatives.

• Assist with managing kitting work orders.

• Conduct research for issue resolution.

• Coordinate and process order cancellations

• Prepare LTL shipments as needed.

 

Job Specifications:

• High school diploma or GED required.

• 1–3 years of experience in a general office environment preferred.

• Willingness to learn internal customer service software applications.

• Strong interpersonal and communication skills, both written and verbal.

• Proficiency in Microsoft Office applications; ability to type at least 30 WPM.

• Ability to work efficiently while maintaining a professional, customer-focused attitude.