Customer Service Representative

Location:

Suwanee, GA. Onsite daily, general hours 8:00 AM to 5:00 PM.

As a Customer Service Specialist (CSS), you are the primary internal contact for customers, delivering exceptional support by actively listening and promptly responding to inquiries and concerns. Your role includes ensuring customer satisfaction, building strong relationships, resolving issues, and providing accurate information about our products and services. You will assist customers by addressing complaints, answering questions, and processing orders and returns efficiently and courteously.

• Serve as the initial point of contact for customer inquiries and issues, responding promptly, professionally, and empathetically.
• Identify and resolve customer concerns, ensuring their satisfaction and exceeding expectations while partnering with Sales Reps on pertinent customer communications.
• Assist customers with order processing, shipment tracking, and returns or exchanges.
• Follow customer orders through the full process from the time of receipt via phone, email, or electronic data transfer to order entry in ERP system and through shipping and invoicing.
• Maintain accurate records of customer interactions and inquiries.
• Collaborate with other departmental teams (Sales Reps, Plant personnel, Sales Support, QA, Regulatory, Logistics, and Warehouse) to resolve customer issues. Escalate complex problems as needed to ensure a positive customer experience.
• Maintain high customer satisfaction by building rapport and establishing strong relationships with customers and sales representatives to anticipate and collaborate on customer future needs.
• Assist with preparing multiple report metrics to analyze various departmental KPIs.
• Follow communication procedures, guidelines, and policies while maintaining a positive brand image for the company.

• Bachelor’s degree or anticipated completion date.
• Proficiency in using relevant computer systems and software; strong Excel skills required.
• Ability to multi-task and handle high-pressure situations.
• Attention to detail and accuracy.