Customer Service Representative

Position Summary The Customer Service Representative is responsible for daily customer service operations, ensuring accurate order processing, timely issue resolution, and high levels of customer satisfaction. This role processes orders, RMAs, and customer correspondence. This role reports to the Customer Care Manager and is on site with the hours of Monday-Friday, 8am-4:30pm. Key Responsibilities Respond to customer inquiries via phone, email, chat, or in person. Provide product knowledge and guidance to customers, while escalating complex issues to the Customer Care Manager. Order processing, returns, credits, and customer inquiries within QuickBooks/SAGE and Excel file management for stock to ensure accuracy, timeliness, and service excellence Conduct outbound calls, emails to identify and qualify additional business Build and maintain relationship with new and existing customers through consistent follow-up Coordinate closely with Supply Chain and Production Staff for issues and forecasts. Monitor and manage service-related performance metrics such as order accuracy, response time, customer satisfaction scores, and backorders. Support customer-specific replenishment programs and inventory requirements through their portals Maintain customer pricing within the company’s ERP and related systems. Maintain accurate records of customer pricing, rebates, and related agreements Implement and enforce customer service policies, procedures, and standard work to ensure consistency and compliance with company standards. Coordinate product additions and changes across e-commerce channels Manage product information for e-commerce customers and platforms for current programs and ensure accurate pricing on online platforms, and support targeted email marketing campaigns Participate in cross-functional projects, contributing customer service expertise to improve processes, systems, and the overall customer experience. Other duties assigned as needed Qualifications Associate’s Degree or Bachelor’s Degree preferred. 5+ years customer service experience. Excellent communication, problem-solving, and organizational skills. Ability to multitask in a fast-paced, customer-focused environment. Proficiency With QuickBooks, ERP-SAGE, and Microsoft Office tools preferred. Positive attitude and a customer-first mindset. Work Environment Office environment with some interactions with warehouse teams Ability to manage multiple priorities and meet deadlines. Pay: $45,000.00 - $65,000.00 per year Benefits: 401(k) 401(k) matching Dental insurance Health insurance Health savings account Paid time off Retirement plan Vision insurance Application Question(s): Do you have experience with inside sales? How many years of experience do you have in customer service? Work Location: In person

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