Customer Service Representative

About this role

A Customer Service Representative assisting with customer inquiries on product availability, maintenance, order status, order processing, and RMA requests in Oracle. The position reports to a supervisor and focuses on executing existing procedures with detailed instructions.

• Answer incoming phone calls and email messages from customers.
• Process orders and provide order status information.
• Handle Return Material Authorization requests.
• Respond to general customer inquiries.
• Resolve sensitive situations involving customer discrepancies.
• Enter orders and respond to order inquiries.
• Facilitate processing of return material authorizations.
• Coordinate with internal departments as a liaison for customers.
• Provide product pricing.
• Maintain quality levels for phone and data entry activities.
• Follow pre-defined procedures to identify, evaluate, and solve customer issues.
• Perform other tasks as assigned.

• High School Diploma or GED.
• Minimum 1 year experience with Microsoft Office Suite.
• Minimum 1 year experience supporting customers via phone or email.

• Excellent listening skills and ability to assess and respond to customer needs.
• Strong working knowledge of Excel.
• Effective communication with customers via telephone and email.
• Detail-oriented with a record-keeping focus for customer communications.
• Knowledge and use of a CRM System.
• Familiarity with using an ERP System.