Summary: The Customer Service Representative is responsible for providing excellent customer support and managing customer orders from entry through shipment and invoicing.  This position supports efficient daily operations by maintaining accurate customer data, processing orders, resolving customer issues, and coordinating with internal departments to ensure timely and accurate service. 

There are two schedules: Lead CSR schedule is Monday through Friday:  7:00 am to 3:30 pm.  CSR schedule is Monday through Friday:  8:30 am to 5:00 pm.

Essential  Duties: 

• Provide excellent customer service  
  
  
  
  
  • Answer phones and emails in a timely and professional manner
  
  
  • Respond promptly and professionally to customer requests while adhering to company policies and operational capabilities
  
  
  
  


• Ensure precise and accurate work


• Adhere to the following customer service policies and procedures (not only limited to this list):
  
  
  
  • Enter customer setup data – including, but not limited to, customer contact information, ship-to and bill-to locations, tax forms, assigning sales reps, enter approved contract information, credit limits, payment terms, and pricing agreements, verify order requirements and required documentation
  
  
  • Manage customer orders from entry through shipment completion and invoicing/billing
  
  
  • Communicate clearly and in a timely manner with customers
  
  
  • Ensure ERP fields are completed correctly
  
  
  • Resolve customer complaints and product issues to maintain high satisfaction levels
  
  
  • Handle returns, replacements, and/or credits
  
  
  • Maintain customer records and documentation
  
  
  • Verify accuracy of invoices and shipping documents
  
  
  • Follow up with customers to ensure satisfaction
  
  
  • Work with QC on product issues
  
  
  
  


• Learn and maintain a working knowledge of current and new product lines 


• Establish good personnel relations with external customers, internal departments, sales staff, and other employees


• Utilize the ERP system proficiently and accurately


• Maintain professionalism, productivity, and effective time management throughout the workday while limiting distractions and downtime