Job Description

The purpose of this position is to interact with customers by providing price quotes, processing orders, and answering product-related questions, resulting in high customer satisfaction and effective, collaborative relationships with other company departments, including shipping, production, quality assurance, sales, and accounting. This role supports complex customer accounts, resolves escalated issues, and serves as a resource to other Customer Service Representatives by providing guidance, training, and process support.

The following are essential job functions.

• Respond to customer inquiries through phone, email, and other communication channels.
• Provide customers with information about products, services, and order-related inquiries.
• Maintain documentation of customer interactions, including details of inquiries, complaints, comments, and actions taken.
• Maintain account documentation for customers with specific requirements related to shipping, data entry, pricing, and billing.
• Process incoming purchase orders and other related items for assigned accounts.
• Provide pricing quotations for stock, made-to-order, and custom products.
• Resolve issues by performing activities such as returns, exchanges, and issuing credit memos with proper approvals and procedures.
• Refer unresolved customer grievances to designated departments for further investigation.
• Handle special, unique, and more complex situations with little or no assistance from the Customer Success Manager.
• Identify and communicate potential sales opportunities to sales representatives and/or distributors.
• Uphold and improve quality standards by performing corrective and preventative actions related to job responsibilities.
• Analyze recurring customer issues and collaborate with internal departments to implement long-term solutions.
• Provide general, technical, and functional guidance to others in the department.
• Train and mentor Level I and II Customer Service Representatives regarding processes and best practices.
• Assist in prioritizing departmental workload and coordinating task distribution to ensure efficient service coverage.
• Assist the Customer Success Manager in ensuring that performance metrics and goals are met.
• Other related duties as assigned.

Secondary job accountabilities

• Serves as backup for daily sales reporting and internal sales communications.

Minimum Education: High school diploma or general education degree (GED).

Minimum Experience: 4 + years’ experience in customer service, in an office setting required; proficient with Microsoft Office Suite, with limited to no supervision. May provide work direction to others.

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