Customer Service​/Information Services Support Representative

Job Description

GENERAL

SUMMARY:

Provides customer service and technical support to internal and external customers by processing orders, answering questions, resolving issues, and supporting office and warehouse systems. Serves as a primary point of contact for customer inquiries, sales support, transportation support, and I.S. support desk requests.

• Answers incoming phone calls for customer service and the support desk; provides assistance with customer inquiries, order processing, and office/warehouse system issues. (60%)
• Enters, deletes, or changes customer orders, credit requests, and related transactions received from customers, sales staff, transportation, and employees. (15%)
• Researches and resolves problems, discrepancies, and complaints related to orders, billing, product information, and system issues; escalates to appropriate departments when necessary. (10%)
• Provides support to sales, customers, transportation, and internal departments by supplying information, handling requests, and communicating updates through phone, email, or messaging systems. (5%)
• Completes special assignments and participates in projects, including data entry and cross-functional team support, as needed. (5%)
• Assists co-workers in Customer Service and I.S. departments by providing coverage for absences and supporting departmental needs. (5%)

• High school diploma or equivalent required.
• 1–2 years of experience in a customer service, support desk, or related environment preferred.
• Experience working in a high-volume phone environment and familiarity with office or warehouse systems is beneficial.