Customer Service Representative

Position Summary: 
The Customer Service Representative will provide support and ongoing communication between our internal teams and the customer to deliver top notch customer service.  This role will ensure that all company guidelines are followed during the order entry process and establish trusted partnerships with our customers.     

Essential Functions:   

• Enter new orders, release blanket orders, and manage reschedules 

• Receive POs and send to Sales for approval to be processed 

• Follow company policies and procedures including site level SOPs 

• Respond to customer service group email in a timely and courteous manner 

• Provide customer with order confirmation and updates in a timely manner 

• Create work orders and communicate with internal teams appropriately    

• Provide top notch Customer Service to internal and external customers   

• Provide timely feedback to the company regarding service failures or customer concerns 

• Process customer orders/changes/returns according to established department policies and procedures 

• Problem-solve customer issues 

• Answer calls and direct accordingly along with responding to voicemails  

• Direct emails to appropriate parties 

• Process credit/rebills 

• Communicate with internal teams to ensure proper scheduling of orders 

• Work closely with the invoicing team on discrepancies 

• Provide front-desk support by greeting visitors, answering phones, managing appointments, handling correspondence, maintaining records, performing administrative tasks, addressing inquiries or issues and supporting staff as needed. 

• Assist with other projects as needed 

Education/Knowledge/Skills:  

• Prefer 2+ years of experience in a customer service role 

• Associate degree or higher desired 

• Proven ability to interface in a collaborative, professional and solutions-oriented manner 

• Professional communication skills, written and verbal  

• Ability to manage time and priorities independently in a fast-paced environment  

• Basic knowledge of ERP systems 
• Basic skills in Microsoft Office Suite: (Excel, Outlook, PPT, Teams)