Customer Service Representative II

Job Description:

The Customer Service Representative II is responsible for handling more complex customer interactions, including escalated inquiries, product support, and issue resolution. This role contributes to organizational objectives by ensuring timely and effective customer service, improving satisfaction, and supporting operational efficiency. The position works with increased independence while serving as a key liaison between customers and internal teams. This role also supports process improvements and provides guidance to entry-level team members.

Primary Duties:

Respond to and resolve escalated customer inquiries, concerns, and complaints in a timely and professional manner.

Provide intermediate-level product support and technical guidance within established parameters.

Coordinate with engineering, production, logistics, and other teams to resolve customer issues and ensure successful outcomes.

Manage order changes, returns, and warranty-related requests with accuracy and attention to detail.

Maintain accurate records of customer interactions, transactions, and issue resolutions.

Monitor customer concerns and identify trends or recurring issues to support process improvements.

Ensure adherence to company procedures and service standards while maintaining a high level of customer satisfaction.

Support ongoing communication between customers and internal teams to ensure expectations are met.

Primary duties may include, but are not limited to:

Provide guidance and mentorship to Customer Service Representative I team members.

Assist with training and onboarding of new team members.

Support process improvement initiatives to enhance customer service efficiency and experience.

Participate in cross-functional projects to improve customer support processes.

Performs other duties as assigned.

Job Requirements

Education and Experience Requirements:

Requires an Associate degree or equivalent work experience;2+ years of experience in customer service or a related field,Or any combination of education and experience, which would provide an equivalent background. Experience in a manufacturing or technical environment preferred.

Knowledge, Skills, and Abilities:

Working knowledge of customer service practices and systems.

Intermediate understanding of products and technical concepts.

Strong problem-solving and conflict resolution skills.

Ability to manage multiple priorities and work independently.

Effective verbal and written communication skills.

Proficiency in customer management systems and standard business tools.

Essential and Physical Functions:

Ability to analyze and resolve moderately complex customer issues.

Strong attention to detail and organizational skills.

Ability to manage multiple tasks in a fast-paced environment.

Ability to communicate technical information clearly to customers and team members.

Ability to sit or stand for extended periods while working on a computer and phone system.

Work Environment:

Perform work primarily in an office or hybrid environment.

Occasional exposure to manufacturing or warehouse settings during training or issue resolution.

Regular interaction with customers, internal teams, and leadership.

Fast-paced, collaborative environment requiring adaptability and responsiveness.

Compliance with all company policies and procedures to maintain a safe working environment.

Use of personal protective equipment (PPE) as required when visiting operational areas.

Disclaimer:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at a time with or without notice. This job description is not an exhaustive list of all functions that the employee may be required to perform, and the employee may be required to perform additional functions.

The company reserves the right to revise this job description at any time. The employee must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the job, absent undue hardship.
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