Business Administration, Communication Skills, Cross-Functional, Customer Experience, Customer Relations, Customer Support/Service, Data Entry, Data Quality, Detail Oriented, Develop and Maintain Customers, Documentation, ERP (Enterprise Resource Planning), English Language, Establish Priorities, Finance, Follow Through, Marketing, Microsoft Excel, Microsoft Office, Microsoft Outlook, Multiplatform/Cross-Platform, Order Processing, Organizational Skills, Problem Solving Skills, Procedure Development, Product Management, Product Pricing, Resolve Customer Issues, Sales Operations, Sales Support, Shipping Operations, Team Player, Technical Accounting, Technical Sales, Technical Support, Telephone Skills, Time Management
Customer Service Associate
The Customer Service Associate provides front-line customer support and order administration for multiple business segments, serving customers across the US, Canada, and Latin/South America. The role manages a high volume of daily order entry and customer communications (phone and email) while ensuring accurate data entry, timely follow-up, and effective coordination with Sales, Operations/Shipping, Finance, Quality, and technical teams to resolve issues and meet customer expectations.
This position requires comfort navigating multiple systems (e.g., ERP/order entry tools (Dynamics), Freshdesk, etc), the ability to prioritize competing requests throughout the day, and a consistent focus on order accuracy, responsiveness, and a positive customer experience.
Key Responsibilities
- Enter customer orders for all business segments accurately and efficiently in the ERP/order entry system (Dynamics), maintaining a high daily throughput while meeting accuracy expectations.
- Manage a high volume of inbound customer communications via email and phone; monitor shared inboxes, triage requests, and ensure timely responses and follow-up.
- Answer and direct incoming calls using the phone system (Zoom) and route inquiries appropriately to Sales, Technical Support, Accounting, Operations/Shipping, or other departments.
- Provide customer support related to standard pricing, product availability, lead times, order status, shipment tracking, and general order questions.
- Process order maintenance activities including order changes, cancellations, address updates, and other modifications while clearly communicating impacts to customers and internal teams.
- Perform data entry across customer platforms and systems as required, ensuring accuracy and completeness of customer, order, and shipment information.
- Initiate and process RMAs, warranty orders, replacements, and related documentation in accordance with established procedures.
- Partner cross-functionally with Sales, Operations/Shipping, Finance, Quality, Marketing, and Product Management to research and resolve customer issues and prevent repeat problems.
- Maintain clear, organized records of customer interactions and order activity to support continuity, reporting, and audit readiness.
- Contribute to a positive, professional customer experience by demonstrating responsiveness, attention to detail, and effective problem-solving.
Competencies
Requirements
Degree(s) or certification(s): Minimum: High school diploma or equivalent
Re-certification requirements: N/A
Professional experience required (min.): 3-5 years of experience in a sales support, customer service, or administrative role
- ERP/order entry proficiency (Dynamics) with strong data entry accuracy and speed
- Freshdesk proficiency; maintains accurate customer and order information.
- Microsoft Office (Excel, Outlook, Teams) and video/phone platforms (Zoom)
- Ability to learn and navigate multiple customer portals/platforms and internal tools.
IT skills
- Freshdesk, Microsoft Excel/Outlook/Teams, Zoom
Language skills
French: N/A
English: Yes
Interpersonal skills
- Customer-focused communication (written and verbal) with professional phone presence.
- Attention to detail and thorough follow-through; commitment to order accuracy.
- Time management and prioritization in a high-volume, fast-paced environment
- Problem-solving and sound judgment; knows when and how to escalate issues.
Collaboration and teamwork across departments; adaptable to changing priorities