Customer Service Representative

Customer Service Representative

The Customer Service Representative is a critical part of our mission to deliver timely, accurate, and professional customer service. This vital position is a part of our scan-based trading department and requires an action-oriented, flexible problem-solver who will assist both our internal and external customers. Associates communicate with customers primarily through phone, e-mail, and chat, along with utilizing a variety of systems to navigate customer accounts, research policies, and communicate effective solutions in a fast-paced environment. The ideal candidate is organized, detail-oriented, professional, and able to effectively manage multiple priorities while maintaining positive relationships with customers and internal teams.

Essential Duties and Responsibilities

Customer Service

Serve as a primary point of contact for assigned customers and respond to customer inquiries by phone, email, and other communication methods.

Provide timely and professional responses regarding products, pricing, availability, lead times, orders, shipments, and general account information.

Build and maintain positive working relationships with customers and internal departments.

Identify customer needs and work to provide appropriate solutions.

Handle customer complaints and concerns professionally, escalating issues when necessary.

Perform other duties as assigned by management.

Order Management

Enter and process customer orders accurately in the company's ERP system.

Review orders for accuracy, including quantities, pricing, product specifications, requested delivery dates, and shipping requirements.

Monitor open orders and follow up on potential delays or issues.

Provide customers with order acknowledgments, status updates, and estimated completion or shipment dates.

Coordinate order changes, cancellations, and special requests with appropriate internal departments.

Follow orders through completion and shipment to ensure customer expectations are met.

Internal Coordination

Work closely with Sales, Planning, Purchasing, Production, and Logistics to support customer requirements.

Communicate customer priorities and special requirements to the appropriate departments.

Research product availability, production status, inventory levels, and expected completion dates.

Assist in resolving order discrepancies, shortages, backorders, shipping issues, and other customer-related problems.

Communicate changes in customer requirements to affected departments in a timely manner.

Qualifications

Required

High school diploma or equivalent.

2+ years of customer service, order entry, sales support, or related experience.

Strong verbal and written communication skills.

Strong attention to detail and organizational skills.

Ability to manage multiple priorities and meet deadlines.

Proficiency with Microsoft Office, including Outlook and Excel.

Ability to learn and effectively use ERP and other business systems.

Strong problem-solving and follow-up skills.

Ability to work effectively with customers and employees at all levels of the organization.

Preferred

Experience in a manufacturing or distribution environment.

Experience working with an ERP system such as Syspro.

Experience with military insignia, metal products, jewelry, promotional products, or a related manufacturing industry.

Experience managing customer orders from receipt through production and shipment.

customers.

Ira Green, Inc. is an Affirmative Action/Equal Opportunity Employer

Minority/Female/Disabled/Veteran/Sexual Orientation/Gender Identity