Customer Service Rep

We are seeking a highly motivated and customer-focused Customer Service Representative to join our Rockwood team.  This role is responsible for delivering outstanding service by supporting customers throughout the order process, providing product knowledge, and ensuring timely and accurate order fulfillment. The ideal candidate is positive, detail-oriented, and takes pride in delivering a professional and friendly customer experience in a fast-paced office environment.  This is an onsite in office position.

Responsibilities:

• Answering incoming phone calls and respond to customer inquiries professionally and efficiently
• Enter, process, and manage customer orders with a high level of accuracy
• Educate customers on products, pricing, and website functionality
• Recommend products based on customer needs and order requirements
• Coordinate and negotiate ship dates to align customer expectations with production capabilities
• Track shipments and proactively communicate order status updates
• Price items accurately and resolve discrepancies as needed
• Expedite orders when required and follow through to completion
• Address and resolve customer issues in a timely, solution-focused manner
• Maintain strong product knowledge to support customer decisions and satisfaction

Qualifications:

• Positive, enthusiastic attitude with a strong customer-first mindset
• Pride in personal performance and accountability for work quality
• Associate or Bachelor’s degree in Business, Communications, or Marketing a plus
• Prior customer service experience strongly preferred
• Strong data entry skills
• Proficiency with MS Office applications, including Excel and Word
• Comfortable navigating internet-based systems and tools
• Strong work ethic with the ability to manage multiple tasks efficiently
• Reliable attendance and commitment to an onsite office schedule