Showroom Customer Service Representative

Overview

Responsibilities

• Accurately enter and manage customer orders in accordance with established procedures
• Validate pricing, product selection, shipping details, and required delivery dates prior to order release
• Identify discrepancies or potential issues and take corrective action before processing
• Maintain accountability for order accuracy from entry through completion

• Serve as the primary point of contact for assigned orders and related customer inquiries
• Respond to Zendesk (or similar) tickets within established service level expectations
• Proactively communicate order status, backorders, changes, or required clarifications
• Resolve issues independently whenever possible, using sound judgment and critical thinking

• Make or receive customer phone calls as needed to clarify order details or resolve issues
• No inbound call center or phone queue responsibilities

• Anticipate potential order or customer issues and take preventative action
• Take full ownership of problems and follow through until resolution is confirmed
• Escalate issues appropriately when additional support is required, while retaining ownership

• Follow all company policies, procedures, and service standards
• Partner with Customer Service, Sales Administration, and internal teams to resolve issues
• Support inbound sales opportunities when appropriate

Required Qualifications

• Entry level role; prior order entry or customer service experience preferred
• Strong written and verbal communication skills
• Ability to manage multiple priorities in a deadline driven environment
• High level of accuracy and attention to detail
• Proficiency with Microsoft Office 365 (Outlook, Teams)

Preferred Qualifications

• Experience with Zendesk or a similar ticketing system