Customer Service Representative

Job Summary

The Customer Service Representative is responsible for customer interaction and order processing, serving as the first point of contact, ensuring a positive experience, and managing order entry, sales support, account management, and occasional coverage.

Supervisor, Customer Service

• Purchase order and customer account management; process orders and invoices accurately, developing rapport and ownership with key accounts/contacts.
• Perform ongoing audits of orders for accuracy.
• Complete assigned tasks and projects.
• Resolve customer inquiries, concerns, and answer questions by email and occasionally by phone.
• Collaborate with multiple teams on projects to maintain daily operations.
• Become an expert on Eco-Products product line and present replacement products based on state bans/restrictions.
• Research and resolve order issues in conjunction with Logistics and Accounting.
• Create and manage RMAs and request credit memos.
• Follow tax compliance procedures for tax exempt customers.
• Assist in maintaining team SOP library.
• Participate in other as‑needed customer service and sales support activities.
• Commit to excellence and set exceptional performance standards.
• Understand customer needs and identify sales opportunities.
• Identify leads for new long‑term sales opportunities.
• Develop accounts by reviewing buying history and suggesting related and new items.

• Customer service experience with strong understanding of Microsoft Suite and multiple e‑commerce portals.
• Preferred education:
  
  BS/BA from a four‑year accredited college; or two years related experience and/or training; or equivalent combination of education and experience.
• Outstanding customer service ethic and strong sense of urgency.
• Assertive in seeking answers and responding to customer inquiries.
• Independent initiative to solve problems and deliver results.
• Clear, accurate and appropriate communication with customers by email/phone.
• Exceptional time‑management and prioritization skills.
• Excellent problem‑solving skills and application of common sense.
• Effective interpersonal and relationship‑building skills.
• Ability to work independently and collaboratively to achieve goals.
• Ability to multi‑task in a fast‑paced environment with high accuracy.
• Ability to handle and process confidential information.

• Fast‑paced, multi‑tasking with some level of distractions.
• Customer‑oriented environment.
• Full‑time, non‑exempt position:
  Monday – Friday, 8:00 am – 5:00 pm.

Competitive wage and benefits package, including medical, dental, vision, life and disability insurance, sick and vacation paid leave, wellness incentive program, holiday pay, 401(k) with company contribution, and transportation incentive program.

Novolex is committed to providing equal employment opportunity in all employment practices, including but not limited to selection, hiring, promotion, transfer, and compensation to all qualified applicants and employees without regard to age, race, color, national origin, sex, pregnancy, sexual orientation, gender identity, religion, handicap or disability, genetics, citizenship status, service member or veteran status, or any other category protected by federal, state, or local law.

Any individual who, because of his or her disability, needs an accommodation in connection with an aspect of the Company’s application process should contact