Customer Service Representative

Job Description

JOB DETAILS

REQUIREMENTS

• Relevant experience in a similar role or industry
• Strong understanding of customer expectations, business practices, and service standards
• Proven ability to handle high-volume customer interactions via phone and email with professionalism and efficiency
• Strong collaboration skills, with the ability to work effectively with internal teams and third-party partners
• Excellent written and verbal communication skills, with the ability to communicate clearly and confidently with customers and sales representatives
• High attention to detail and strong organizational skills, with the ability to manage multiple priorities and deadlines
• Demonstrated problem-solving skills and the ability to resolve issues independently while knowing when to escalate
• Experience working with ERP, CRM, or order management systems; ability to navigate multiple systems simultaneously
• Customer-focused mindset with a commitment to delivering a positive and consistent service experience
• Comfortable identifying opportunities to up-sell or cross-sell products in a consultative, service-driven manner

RESPONSIBILITIES

• Respond to incoming phone calls and emails from customers and sales representatives, providing timely, professional, and solution-focused support.
• Collaborate closely with internal teams and third-party warehouse partners to resolve complex issues and deliver optimal customer outcomes.
• Identify customer and sales representative concerns, troubleshoot issues, and implement effective resolutions to ensure satisfaction and retention.
• Provide accurate, complete, and up-to-date information regarding products, availability, pricing, and order status.
• Efficiently navigate multiple systems to research inquiries and deliver clear, actionable answers and solutions.
• Build and maintain strong customer relationships through clear communication, responsiveness, and a consistent commitment to service excellence.
• Gather and relay customer feedback and insights to help improve internal communication, processes, and overall service performance.
• Proactively recommend additional or complementary products that align with customer needs and support sales growth.

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