Customer Service Representative

Job Description

Job Description

We are seeking a detail-oriented and customer-focused Consumer Services Representative to serve as a key liaison between customers, warehouse operations, and internal teams. This position supports customer service operations, returns processing, order management, and issue resolution in a fast-paced distribution environment. The ideal candidate will have strong communication skills, a solution-oriented mindset, and experience balancing both customer-facing and operational responsibilities.

Key Responsibilities

• Respond to incoming customer inquiries via phone and email, providing timely and professional support.
• Assist customers with questions related to products, order status, shipping information, pricing, and return procedures.
• Resolve customer concerns and escalations while maintaining a high level of customer satisfaction.
• Process and manage direct-to-consumer (DTC) and business-to-business (B2B) orders, ensuring accuracy throughout the order lifecycle.
• Support the Return Merchandise Authorization (RMA) process, including return requests, documentation, tracking, and follow-up.
• Monitor open orders, backorders, returns, and delayed shipments, proactively communicating updates to customers and internal stakeholders.
• Maintain accurate records of customer interactions, order activity, and service requests within CRM systems.
• Collaborate closely with warehouse, logistics, operations, sales, and customer service teams to resolve issues and improve processes.
• Identify opportunities to enhance operational efficiency and improve the customer experience.
• Provide administrative support, reporting, documentation, and assistance with special projects as needed.
• Gather customer feedback and communicate trends or recurring concerns to appropriate departments.

• High school diploma or equivalent required.
• 3+ years of experience in customer service, order management, logistics, operations support, warehouse support, or a related field.
• Experience handling customer escalations, returns, RMA processing, and complex order-related issues.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Strong verbal and written communication skills.
• Excellent problem-solving and organizational abilities.
• Ability to work independently while collaborating effectively within a team environment.
• Proficiency with Microsoft Office Suite, including Excel, Outlook, and Word.
• Experience using CRM systems such as Salesforce is preferred.
• Experience with ERP systems such as NetSuite is preferred.
• Previous experience working with warehouse, logistics, or supply chain teams is highly desirable.