Technical Customer Service Representative

Technical Customer Service Representative

General

Summary:

Provides frontline customer service support to both internal and external customers. Responsibilities include processing orders, quotes, and EDI transactions; responding to customer inquiries and product requests; managing order follow‑up; and resolving basic customer issues using foundational knowledge of Exotic product lines and business systems.

Essential Job Functions:

• Order Management & Processing
  • Processes customer orders accurately from receipt through completion, including order entry, verification, and confirmation
  • Manages EDI (Electronic Data Interchange) transactions, including order receipt, processing, and error resolution
  • Handles order follow‑up activities, including status updates, expedite requests, and delivery coordination
  • Processes RMAs (Return Merchandise Authorizations) in accordance with company policies and customer agreements
• Customer Communication & Support
  • Responds to customer inquiries regarding product availability, order status, pricing, and general account questions
  • Prepares and processes customer quotations with accurate pricing and product specifications
  • Documents and processes customer complaints following established procedures to ensure timely resolution
  • Maintains professional communication with customers through phone, email, and other channels
• Financial & Pricing Knowledge
  • Applies understanding of cost structures, discount schedules, and gross profit calculations to support pricing decisions
  • Utilizes customer‑specific pricing matrices to ensure accurate quotations and order processing
  • Reviews orders for pricing accuracy and margin requirements before submission
• Product & Supplier Knowledge
  • Demonstrates foundational knowledge of Exotic product lines to answer basic customer questions and identify appropriate solutions
  • Maintains working knowledge of core supplier base and their product offerings
  • Accesses and navigates supplier portals to verify product availability, specifications, and lead times
• System & Process Compliance
  • Follows all departmental and corporate policies and procedures to ensure consistent service levels
  • Meets established productivity metrics for order processing, quote turnaround, and customer response times
  • Maintains accurate records and documentation in company systems for all customer interactions and transactions

• Supplemental
  
  Job Functions:
  
  Performs other duties as assigned or requested.

• Knowledge, Skills and Abilities Required:
  • High School Diploma (required), Associate’s degree preferred.
  • Previous work experience (prefer customer‑service related experience).
  • Previous experience working on a computer.

Exotic Automation & Supply maintains a drug‑free workplace, including testing for marijuana.