Customer Service Representative

Customer Service Representative

Position Summary

The Customer Service Representative serves as the primary point of contact for customers, distributors, and internal departments regarding product orders, delivery inquiries, account support, and issue resolution. This position is responsible for providing exceptional customer service while ensuring accurate order processing, timely communication, and effective coordination with sales, production, warehouse, and transportation teams to support customer satisfaction and business objectives.

Essential Duties and Responsibilities

• Receive and process customer orders accurately through the company’s order management system.
• Respond to customer inquiries regarding products, pricing, promotions, order status, deliveries, and account information.
• Resolve customer complaints and concerns in a professional and timely manner.
• Coordinate with Sales, Warehouse, Transportation, and Production teams to address customer needs and order issues.
• Monitor open orders and proactively communicate delays, shortages, or delivery changes to customers.
• Maintain accurate customer records and account information.
• Assist customers with product availability and recommend alternative products when necessary.
• Research and resolve billing discrepancies, shortages, damages, and delivery concerns.
• Generate and distribute reports related to customer orders, service metrics, and account activity.
• Support special projects and administrative tasks as assigned.
• Maintain a positive and professional relationship with customers, distributors, and internal stakeholders.
• Adhere to company policies, procedures, and customer service standards.
• Other duties as assigned by your supervisor or manager.

Qualifications

Education and Experience

• High school diploma or GED required.
• Associate’s degree in Business, Communications, or related field preferred.
• Minimum of 1-3 years of customer service, order processing, or administrative experience.
• Experience in a manufacturing, beverage, consumer goods, or distribution environment preferred.

Knowledge, Skills, and Abilities

• Excellent verbal and written communication skills.
• Strong customer service and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency in Microsoft Office Suite, including Excel, Outlook, and Word.
• Experience with ERP, order management, or customer relationship management (CRM) systems preferred.
• Strong attention to detail and organizational skills.
• Ability to work independently and collaboratively with cross-functional teams.
• Professional demeanor and commitment to customer satisfaction.

Physical Requirements

• Prolonged periods of sitting and working at a computer.
• Ability to communicate effectively via phone, email, and in person.