Customer Service Representative

Job Responsibilities:

• Serve as the first point of contact for customers by answering incoming phone calls and responding to emails in a professional and timely manner

• Assist customers with product usage questions, troubleshooting basic issues, and navigating order details

• Accurately process a high volume of emailed customer orders by entering and verifying information to ensure prompt and precise fulfillment

• Investigate and resolve product damage and shortage claims by reviewing shipping paperwork, order history, and internal documentation

• Use Microsoft Excel to organize, track, and analyze order and claim information; update logs and maintain spreadsheets to support workflow

• Learn and efficiently operate the company’s ERP system to manage customer accounts, inventory data, and order status

• Collaborate closely with internal departments such as shipping, warehouse, and sales to gather needed information and ensure customer needs are met

• Maintain clear, thorough, and accurate records of all customer interactions, actions taken, and resolutions provided

• Contribute to a positive customer experience by demonstrating empathy, active listening, and problem-solving skills in every interaction

Job Qualifications:

• 1+ year of experience in customer service, administrative support, or order processing preferred

• Basic to intermediate proficiency in Microsoft Excel, including the ability to enter data, sort/filter information, and use simple formulas

• Strong organizational skills with the ability to handle multiple tasks and shifting priorities in a fast-paced environment

• Excellent verbal and written communication skills, with a professional and courteous demeanor

• High attention to detail and accuracy when processing information and resolving claims

• Willingness to learn and adapt to new software systems, including training on the company’s ERP system and product lines

• Self-motivated and able to work independently with minimal supervision.