Customer Service Representative - Whg

Join to apply for the Customer Service Representative - Whg role at TROY Group, Inc.

The Customer Service Representative drives customer retention and revenue growth by delivering a frictionless service experience. This role manages the full customer lifecycle – from inquiry to order fulfillment – ensuring accuracy, responsiveness, and proactive communication across phone, email, and chat channels.

• Process customer orders, returns, and change requests with precision and urgency.
• Respond to product, pricing, and order status inquiries within defined service level agreements.
• Prepare and issue customer quotations and warranty renewals.
• Validate product availability, freight rates, and delivery timelines before confirming orders.
• Collaborate cross-functionally with Operations, Sales, and Product Management to resolve complex customer issues.
• Identify upselling and cross-selling opportunities through consultative engagement.
• Capture and elevate recurring customer pain points to improve process efficiency.
• Maintain accurate CRM and ERP data for all customer transactions and communications.
• Support continuous improvement initiatives related to customer experience, order accuracy, and response time.

• Minimum 2 years of B2B customer service or inside sales experience.
• Strong attention to detail and commitment to service excellence.
• Proficiency in Microsoft Office and familiarity with ERP, CRM, and OLS platforms (e.g., Net Suite, Hub Spot, Shopify).
• Excellent verbal and written communication skills.
• Demonstrated ability to prioritize, multitask, and perform under pressure in a fast‑paced environment.
• Team‑oriented mindset with a bias for accountability and follow‑through.

• Seniority level:
  Entry level
• Employment type:
  
  Full‑time
• Job function:
  Other
• Industries:
  Technology, Information and Internet