Customer Service Representative

Position: Customer Service Representative

Location: Cleveland, OH

Job : 245

# of Openings: 1

Acustomer Service Representative is responsible for engaging with customers by telephone and/or email to provide non‑technical problem resolution. Resolves routine problems and communicates solutions or requested information to the customer. Analyzes customer needs and refers to other service or technical departments for follow‑up as needed. The Customer Service Representative utilizes company CRM and ERP systems to record activities and research information.

Researches and resolves order errors and updates the system. Notifies customers of any backorder or delivery delays.

• Manages large amounts of incoming phone calls.
• Process International paperwork.
• Identifies and assesses customers’ needs to achieve satisfaction.
• Works closely with other departments such as sales, manufacturing, and shipping to maintain order accuracy and track product availability.
• Handles customer questions and complaints, providing appropriate answers and solutions; following up to ensure resolution.
• Provides accurate, valid, and complete information by using the right methods/tools.
• Processing EDI orders.
• Meets personal/team call handling quotas.
• May be asked to enter orders periodically.
• May be asked to act as backup to Order Entry Specialist periodically.
• Manage window for guests and deliveries.
• Various projects as needed.

• Team-oriented, detail-oriented
• Strong phone contact handling skills and active listening.
• Familiarity with ERP systems and practices.
• Customer oriented with an ability to adapt/respond to different types of personalities.
• Ability to multi-task, prioritize, and manage time effectively.

Requires a high school diploma or equivalent. May require 1–2 years of general work experience. Typically reports to a manager. The Customer Service Specialist works under the close direction of senior personnel in the functional area.

• 401(k) with Company Match
• Health, Dental and Vision Insurance
• Company Paid Life Insurance
• Company Paid Long Term Disability Insurance
• Available Voluntary - Life Insurance, Short Term Disability, Accident & Critical Illness Insurance
• Paid Time Off
• 8 Paid Holidays

This is a full‑time, Monday through Friday, day shift position.