Customer Management Associate

Customer Service Associate

Location: Ramsey, NJ (On-Site) Schedule: Monday-Friday, 10:00 AM-7:00 PM EST Classification: Non-Exempt

We are seeking a Customer Service Associate to provide exceptional support to customers and sales representatives. This individual will serve as a key point of contact, handling inquiries, processing orders, resolving issues, and ensuring a positive customer experience across multiple communication channels including phone, email, chat, and text.

The ideal candidate is customer-focused, detail-oriented, and thrives in a fast-paced environment while managing multiple priorities.

Key Responsibilities

• Respond to inbound customer inquiries via phone, email, chat, and text in a professional and timely manner.
• Build and maintain strong customer relationships through exceptional service and communication.
• Process customer orders, account adjustments, returns, and credits accurately.
• Resolve customer concerns and service issues while providing effective solutions.
• Support sales representatives by responding to inquiries and requests promptly.
• Manage product return requests and generate return shipping labels through UPS.
• Coordinate with Accounts Receivable, Shipping, Purchasing, and other departments to ensure customer satisfaction.
• Maintain accurate customer account and order information within company systems.
• Assist with special shipping requests and order modifications.
• Monitor and respond to customer inquiries through e-commerce and messaging platforms.
• Perform additional duties as assigned.

Qualifications

Education & Experience

• Associate degree preferred.
• 1+ years of customer service, sales support, or related experience preferred.
• Experience working with ERP systems and customer service platforms.
• Experience processing orders, returns, credits, or account adjustments is a plus.

Technical Skills

• Proficiency in SAP or similar ERP systems.
• Strong Microsoft Office skills, including Outlook, Excel, Word, and Teams.
• Experience with Zendesk or other customer support software preferred.
• Comfortable learning new technologies and product lines.

Required Skills & Competencies

• Outstanding customer service and relationship-building skills.
• Strong verbal and written communication abilities.
• Excellent problem-solving and conflict-resolution skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Collaborative approach with the ability to work effectively across departments.
• Self-motivated, dependable, and team-oriented.
• Ability to remain professional and composed in challenging situations.