Customer Service Representative; CSR

Position: Customer Service Representative (CSR)
Location: Sarasota

Job Summary:

The Customer Service Representative is responsible for providing exceptional support to customers by responding to inquiries, managing orders, and coordinating with internal teams to ensure on-time, accurate delivery of products and services. This role requires strong communication skills, attention to detail, and the ability to work effectively in a fast-paced, customer-focused environment.

Duties/Responsibilities:

* Respond promptly and accurately to customer inquiries regarding products, order status, and general support needs.

* Manage day-to-day customer communications via email, video conference, and phone, ensuring timely follow-up and resolution of open items.

* Enter, update, and maintain customer orders in the system, including shipping methods, returns, credits, and debits.

* Assist customers with general inquiries, basic troubleshooting, and issue resolution, ensuring a positive customer experience.

* Escalate complex or time-sensitive issues as necessary to meet customer production and delivery requirements.

* Collaborate with cross-functional teams (e.g., Sales, Logistics, Quality, Operations) to resolve customer issues and fulfill requirements.

* Participate in customer meetings as needed and prepare related reports, summaries, and follow-up documentation.

* Prepare export documentation and maintain a working knowledge of export trade compliance requirements.

* Monitor PPAP (Production Part Approval Process) requests and coordinate with the Quality team to ensure all requirements are met prior to shipment.

* Maintain accurate and detailed records of customer interactions, transactions, feedback, and actions taken.

* Provide regular reports to management on customer feedback, recurring issues, trends, and opportunities for process or service improvements.

* Perform additional duties and responsibilities as deemed necessary by management to support business needs.