Customer Service Representative

Job Overview

Job Specifications

• Duties and Responsibilities:
  • Answer phone calls and reply to email inquiries from customers and field sales offices.
  • Process orders into SAP, communicate with customers for additional information or clarification, and work with production on scheduling per customer-required ship dates.
  • Support sales reps and regional managers in updating orders as processed for same-day shipment.
  • Be available through the call center phone system to take inbound calls from sales reps and customers throughout the day to offer quotes, lead times, and order status.
  • Work closely with sales reps during shortages or mis-shipments to arrange correct product shipments and process returns for credit.
  • Handle general product price and stock inquiries, determine stock locations, and process deliveries.
  • Communicate with manufacturing and brand management to identify and solve customer requests, problems, and special order processing requirements (such as special shipping instructions or rush orders).
• Skills and Experience:
  • Prior experience working in a manufacturing customer service role or call center role.
  • Strong interpersonal, communication, and telephone skills, with sound verbal and writing capabilities.
  • Self-motivated, results-driven, and able to thrive in a fast-paced work environment.
  • Efficient user of Microsoft Word, Excel, and Outlook.
  • Understanding of the order cycle, scheduling, shipping, and invoicing processes in SAP.
  • Experience using Salesforce is a plus.
• Education:
  • High School Diploma or equivalent required.