Customer Service Representative

Position Overview:

We are seeking a Customer Service Representative to join our team. This role focuses on providing direct support to customers by handling time-sensitive inquiries, addressing customer issues, and managing change requests for orders that have already been booked. The ideal candidate will have strong communication skills, a customer-centric approach, and the ability to prioritize and manage multiple tasks in a fast-paced environment.

Time-Sensitive Customer Support: Respond quickly and accurately to internal/external customer inquiries, ensuring that time-sensitive issues are handled efficiently and professionally.

Order Change Requests: Manage customer change requests for orders that have already been placed, ensuring all adjustments are made accurately and in a timely manner.

Order Processing & Follow-up: Process new customer orders and follow up with customer to ensure they receive timely updates on their order status.

Issue Resolution:Assist in troubleshooting and resolving customer issues, ensuring a positive experience.

Collaboration: Work closely with other departments, such as Sales, Operations, and Finance, to ensure smooth communication and execution of customer orders, changes, and invoicing.

Customer Satisfaction:Ensure customer interactions are handled in a professional and courteous manner, striving to meet or exceed customer expectations.

Support: Assist with various customer service tasks and projects as needed, including processing returns, backing up team, and responding to general inquiries. Work on tasks and projects as assigned by Management from time to time.

Qualifications:

• 3+ years of experience in a customer service or similar role.

• High school diploma or equivalent; Associate/bachelor's degree is a plus but not required.

• Strong attention to detail and the ability to handle multiple, time-sensitive tasks efficiently.

• Ability to manage customer inquiries, order changes, and issues promptly and professionally.

• Comfortable using customer service software, ERP (Great Plains), Word, Excel, Outlook (Basic Office Tools).

• Ability to learn and use new software and systems.

• Organized and able to prioritize tasks effectively in a fast-paced environment.

• Positive attitude with a strong commitment to providing excellent customer service.

• Excellent written and verbal communication skills.

Personal Attributes:

• Able to work under pressure while maintaining a calm and professional demeanor.

• Strong problem-solving skills and the ability to adapt to changing customer needs.

• Proactive and self-motivated, with a focus on meeting deadlines and customer satisfaction.

• Team player who works well in a collaborative environment while also being able to handle individual tasks independently.

The estimated base hourly rate for the position is $24-$30. The pay offered is based on many factors including, but not limited to, relevant education, job-related experience, skills and level of the position.

This is a 1st shift position.

• Full-time employees will be eligible to receive the following benefits and additional compensation:

  • Medical, Dental and Vision Insurance

  • Paid Time Off starting the first day

  • 401k including a generous company match

  • Tuition assistance

  • Disability and life insurance

  • Legal and ID theft insurance

  • Employee Assistance Program

  • Annual Incentive Program (Bonus)