Customer Service Representative I

Role Overview

Primary point of contact for our client national retail customers, resolving order, delivery, and account inquiries quickly and accurately, and making sure orders flow correctly through their order management and EDI systems.

Key Responsibilities

• Respond to customer inquiries by phone, email, and sales order; identify the issue and provide solutions within established time limits
• Follow up on open issues until resolution is confirmed with the customer and internal stakeholders
• Proactively communicate order status, changes, and delays to customers, Sales, and Operations
• Monitor order flow through EDI, DRI, and CSI; identify and correct order errors, holds, and exceptions
• Document customer interactions, order changes, and resolutions accurately in the appropriate systems
• Coordinate with Sales, Purchasing, Production, Shipping, and Transportation to resolve cross-departmental order and delivery issues
• Research order history and prior interactions to support account activity
• Prepare assigned reports accurately and on time
• Assist in training new or existing team members as needed

Must-Have Qualifications

• High school diploma or GED
• 2 years of related customer service experience and/or training, or equivalent combination of education and experience
• Intermediate Microsoft Office (Outlook, Excel, Word)
• Familiarity with ERP systems and EDI order processing
• Strong written and verbal communication; able to write clear, professional emails and respond to questions from customers, carriers, and internal teams

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