Customer Service Representative

Job Description
Job Title: Customer Service Representative


Department: Customer Experience

FLSA Status: Non-Exempt

Reports To: Customer Experience Supervisor

Location: Dallas, TX

Position Summary

Symbiotic Services is seeking a Customer Service Account Manager - Junior on behalf of a respected manufacturing organization in Dallas, TX. This role serves as a key point of contact for customers, retail partners, and internal teams, ensuring a high level of service throughout the order management and customer support process. The ideal candidate is customer-focused, detail-oriented, and capable of managing multiple priorities while building strong professional relationships.

Key Responsibilities

• Serve as the primary contact for customer inquiries related to products, orders, pricing, warranties, and service requests.
• Process customer orders, order modifications, returns, and related documentation in accordance with company policies.
• Maintain accurate customer records and ensure data integrity within company systems.
• Partner with internal departments, including Credit, Operations, and Sales, to resolve customer concerns and support account needs.
• Monitor customer accounts and provide timely updates regarding order status, product availability, and issue resolution.
• Escalate service concerns appropriately and communicate trends or recurring issues to management.
• Review and process service-related credits within established authorization limits.
• Manage multiple customer accounts and priorities while meeting service expectations and response-time goals.
• Resolve customer complaints, returns, and product-related issues in a professional and solution-oriented manner.
• Support ongoing customer satisfaction and account retention initiatives.

Knowledge, Skills & Abilities

• Strong customer service and relationship management skills.
• Ability to identify customer needs and provide effective solutions.
• Excellent verbal and written communication skills.
• Strong organizational skills with the ability to manage multiple tasks simultaneously.
• Proficiency with Microsoft Office Suite, including Word and Excel.
• Experience working with ERP, CRM, or database management systems.
• Ability to handle customer concerns with professionalism, tact, and diplomacy.
• Strong attention to detail and commitment to accuracy.
• Ability to collaborate effectively within a team environment.

Qualifications

• High school diploma or equivalent required; some college coursework preferred.
• 2-5 years of customer service, account management, or customer support experience preferred.
• Experience in a manufacturing, distribution, retail, or business-to-business environment is a plus.

Working Conditions

• Primarily office-based environment.
• Regular use of computers, phone systems, and business software applications.
• Frequent communication with customers and internal stakeholders via phone, email, and virtual meetings.
• Requires extended periods of sitting and computer use.