Customer Service Representative

Customer Service Representative

Department: Customer Service
Reports To: Customer Service Manager
Effective Date: June 24, 2026

We are seeking a detail-oriented and customer-focused Customer Service Representative to join our growing team. In this role, you will serve as a key point of contact for our customers, providing exceptional service and support through phone and email communications. The ideal candidate is organized, reliable, and committed to delivering a positive customer experience while ensuring order accuracy and efficient issue resolution.

The Customer Service Representative is responsible for providing effective support to both internal and external customers through comprehensive product knowledge, strong communication skills, and a commitment to excellence. This role plays a critical part in processing customer orders, resolving inquiries, and collaborating with internal departments to ensure customer satisfaction.

• Maintain reliable and punctual attendance, logging into phone and email systems at the start of each workday.
• Respond to customer inquiries and tickets within 24 hours of receipt through the ZOHO ticketing system, utilizing professional business communication standards.
• Verify order details and customer information before sending order confirmations.
• Accurately enter customer purchase orders into the company system and validate information before releasing orders for production or accounting processing.
• Process customer-requested order changes and cancellations according to established procedures, ensuring updates are reflected on all order documentation.
• Coordinate with the Shipping Department on orders requiring multiple packages or shipments exceeding 150 pounds, communicating directly with customers when clarification is needed.
• Review and resolve pending price discrepancy orders before entry into the system.
• Assist customers via phone and email with questions, concerns, and requests in a professional and courteous manner.
• Remain available and logged into the phone system throughout scheduled shifts.
• Perform additional duties and projects as assigned.

• Strong problem-solving and critical-thinking skills.
• Excellent attention to detail and accuracy.
• Outstanding verbal and written communication skills.
• Ability to manage multiple tasks and prioritize effectively.
• Commitment to providing exceptional customer service.
• Ability to work collaboratively with internal teams and departments.

• High School Diploma or GED required.
• Minimum of one (1) year of customer service experience required.
• Proficiency with computer systems and general business software.
• Experience with order entry systems or ticketing platforms is a plus.

• Extended periods of sitting and working at a computer.
• Frequent use of a keyboard and viewing computer monitors.
• Occasional kneeling, stooping, or crouching.
• Ability to occasionally lift and/or move up to 20 pounds.