Customer Service Representative II

Reports To:

Director of Customer Service

Challenger Turf, a Ten Cate Company, provides synthetic turf products and solutions as part of the broader Ten Cate family of businesses. Our customer service team partners closely with sales, production, and shipping to provide responsive account support and a reliable customer experience.

Challenger Turf is seeking a Customer Service Representative II to manage customer accounts and support orders from initial receipt through shipment. This role processes orders and payments, responds to customer inquiries, communicates order status, and coordinates with internal teams to resolve issues. The ideal candidate is organized, detail-oriented, and comfortable managing multiple priorities while providing timely, accurate service.

• Manage customer accounts and process orders from receipt through completion, including orders received by phone, email, or fax.
• Enter and maintain orders accurately in the company system and coordinate with the CSR Lead or sales representative when clarification is needed.
• Work with production to confirm processing timelines, scheduling, and anticipated ship dates.
• Coordinate with shipping to confirm orders are dispatched and follow up on tracking details, freight delays, and PRO numbers.
• Provide accurate, timely responses to customer questions about products, orders, status, and availability.
• Process order changes, returns, and customer payments in accordance with established policies and procedures.
• Proactively communicate expected and unexpected delays or issues involving production, scheduling, or shipping.
• Escalate service failures and customer concerns promptly, keeping the appropriate internal teams informed.
• Maintain current product knowledge through ongoing training and collaborate with the sales team to meet customer service expectations.

• Strong verbal and written communication skills, with the ability to work effectively with customers and internal teams.
• Strong computer skills and the ability to learn and use business systems.
• Excellent attention to detail, organization, and accuracy.
• Ability to multitask, prioritize competing needs, and manage time effectively.
• Ability to build positive working relationships with a wide range of individuals.

• Experience using Navision and Syspro.

• This position is based onsite in a professional office environment in Dalton, Georgia. Remote work is not available. Regular, predictable attendance is required.
• Regular use of computers, phones, and standard office equipment.
• The role may require standing, walking, speaking, hearing, reaching, and use of hands to handle objects.
• Must be able to frequently lift or move up to 10 pounds and occasionally up to 25 pounds.
• Vision requirements may include near and distance vision, color and peripheral vision, depth perception, and the ability to adjust focus.
• This position has no supervisory responsibilities and does not require travel.

Employment is contingent upon verification of authorization to work in the United States, including completion of the applicable employment eligibility verification process.

Challenger Turf, a Ten Cate Company, is an Equal Opportunity Employer. We provide equal employment opportunities to applicants and employees without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable law.

This job description describes the general nature and level of work performed in this role. It is not an exhaustive list of all duties, responsibilities, or qualifications, which may change based on business needs.