Customer Service Representative

Position Summary and Purpose: The Customer Service Representative aids and facilitates Customer Service processes, playing a key role in the administrative support of the Customer Service department. Primary duties include preparing correspondence, fulfilling customer needs, and processing orders. This position will report to the Customer Service Manager.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Build sustainable relationships by communicating independently with customers and coordinating outbound communication to potential customers.
• Answer customer service calls and provide updates on order status, lead times, and pricing.
• Utilize ERP system to file customer documents, process orders, and keep records of customer interactions.
• Answer new customer inquiries, outline notes, and send to the appropriate Account Manager.
• Coordinate, generate, and submit new sample requests.
• Review processes and procedures to continually improve our support to customers.
• Collaborate with the Accounting department to obtain customer credit references and terms agreements, process customer payments, and evaluate accounts receivable and overdue customer accounts.
• Collaborate with cross functional teams to ensure customer needs are satisfied.
• Accurately and efficiently process orders end-to-end, enabling Operations to ensure timely delivery to customers.
• Additional duties as assigned.

Required Skills

• Ability to effectively communicate with customers, colleagues, and management.
• Excellent organizational and time management skills with a proven ability to meet deadlines.
• Ability to function well in a high-paced environment.
• Outstanding knowledge of Microsoft Office.

Physical Demands

The physical responsibilities described here must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is frequently required to sit, stand, bend, as well as talk and hear. Specific vision abilities required by this job include close vision. Must be able to regularly use hands to handle or feel objects, tools, or controls, reach with hands and arms, and climb stairs. The position requires the ability to occasionally lift, push or pull office products and supplies, up to 25 pounds.

Travel

• Local travel between worksites during the day may be required.

Position Type / Expected Hours of Work

• This is a full-time position. Standard days and hours of work are Monday through Friday, 8:00am-4:30pm, though there may be some variability in start times.

Required Education and Experience

• High school diploma or equivalent required
• 1+ years of customer support experience required

Preferred Qualifications

• Bachelor's degree
• 2+ years of customer support experience
• Deacom or similar ERP experience preferred
• Experience with Hub Spot preferred
• Experience with Asana or similar project management software preferred