Job Description: Customer Service Representative

Overview

We are seeking a friendly and dedicated Customer Service Representative to join our team. As the first point of contact for our customers, you'll play a crucial role in ensuring a positive customer experience, handling inquiries and issues with professionalism and care.

Key Responsibilities

• Provide excellent customer service via phone, email, and chat
• Resolve customer complaints and issues efficiently and compassionately
• Process orders and returns accurately including order entry, freight quote, ship route and status, BOL, scheduling carriers, tracking and carrier information
• Invoice shipped orders providing invoice and BOL to customer
• Maintain a positive and helpful attitude at all times
• Document customer interactions and resolutions in our CRM system
• Collaborate with other team members to continuously improve the customer experience
• Follow up with customers to ensure complete satisfaction
• Identify and escalate complex issues to the appropriate department
• Stay up-to-date on product knowledge and company policies
• Meet or exceed key performance indicators (KPIs) for customer satisfaction and resolution time

Required Skills and Qualities

• Positive and Professional Demeanor: Project a friendly, helpful, and professional tone in all interactions
• Adaptability and Resourcefulness: Adjust quickly to new or changing circumstances and resolve challenges creatively
• Clear Communication Skills: Listen actively and respond with clarity, both verbally and in writing
• Self-Control and Responsibility: Stay calm under pressure and take ownership of tasks and outcomes
• Patience: Handle challenging situations with understanding and composure
• Multitasking & Organizational Skills: Effectively manage multiple duties simultaneously, including responding to inquiries and processing orders
• Time-Management: Prioritize and complete tasks promptly, from handling communications to processing, shipping, and invoicing orders
• Teamwork: Collaborate with colleagues to share knowledge and achieve common goals

Qualifications

• Previous customer service experience preferred
• Familiarity with CRM systems and basic computer proficiency
• High school diploma or equivalent required; additional education is a plus

What We Offer

• Supportive team environment
• Opportunities for professional development
• Competitive compensation and benefits

If you thrive in a fast-paced environment, enjoy helping people, and want to be part of a dynamic team that values excellence and growth, we encourage you to apply!