Customer Service Representative

Job Description

Job Description

Customer Service Representative

About the Role

The Customer Service Representative manages customer inquiries and orders from initial request through fulfillment, serving as a key connection between customers, Sales, and Lakeland’s internal teams. This position requires clarifying customer needs, researching product and order information, identifying discrepancies, coordinating solutions, and following through until outstanding items are resolved.

The representative must respond promptly to customers while frequently navigating multiple systems simultaneously to retrieve information, verify details, enter orders, and document interactions. Success requires accuracy, sound judgment, strong communication, and the ability to manage competing priorities in a fast-paced environment.

Key Responsibilities

Customer Communication and Account Support

• Serve as a primary contact for customer inquiries regarding products, pricing, availability, orders, backorders, shipments, and returns.

• Respond promptly and professionally by phone and email while navigating multiple systems to research information and provide accurate answers.

• Ask appropriate questions to clarify customer needs and obtain the information necessary to take action.

• Explain order status, next steps, and available options clearly, setting realistic expectations.

• Manage challenging conversations professionally and escalate concerns when appropriate.

• Maintain ownership of open requests through resolution, providing timely updates to customers and internal stakeholders.

Order Processing and Accuracy

• Receive, review, and enter customer purchase orders accurately and promptly.

• Verify product numbers, sizes, quantities, pricing, shipping details, and customer-specific requirements.

• Identify incomplete information, pricing differences, duplicate orders, and other discrepancies; obtain clarification before processing.

• Provide order acknowledgments and process authorized changes, cancellations, and adjustments.

• Monitor outstanding orders and backorders, research delays, and coordinate follow-up.

• Follow established procedures and approval requirements for order exceptions, returns, and credit requests.

• Maintain accurate records of customer communications, commitments, order changes, and actions taken.

Product Knowledge and Problem Resolution

• Develop and maintain working knowledge of Lakeland’s product lines, terminology, sizing, and available product resources.

• Use approved resources to answer product questions and route technical, application, or protection-related questions to the appropriate specialist.

• Recognize requests requiring additional expertise or approval and provide complete, accurate handoffs.

• Investigate order discrepancies, incorrect shipments, delivery concerns, and other service issues with the responsible departments.

• Identify recurring issues and recommend improvements to order accuracy, internal processes, and customer service.

Collaboration and Team Support

• Partner with Sales, Operations, Purchasing, Shipping, and Finance to coordinate customer requests and resolve issues affecting orders.

• Communicate customer requirements, priorities, and relevant updates clearly so internal teams have the information needed to act.

• Follow up on pending decisions, approvals, and outstanding actions to prevent delays.

• Support team coverage by maintaining clear records, sharing account information, and assisting with customer requests as needed.

• Participate in training and process improvements to strengthen service consistency and efficiency.

Minimum Qualifications

• High school diploma or equivalent.

• Previous experience in customer service, order management, sales support, or a related role.

• Strong verbal and written communication skills, including the ability to explain information clearly and manage challenging conversations professionally.

• Accurate typing and data entry skills with strong attention to detail.

• Proficiency with Microsoft Office and the ability to learn ERP, order management, and customer account systems.

• Ability to navigate multiple systems simultaneously while communicating with customers and accurately documenting information.

• Ability to research discrepancies, evaluate information, and determine appropriate next steps.

• Strong organizational skills and the ability to manage multiple requests, interruptions, and deadlines.

• Demonstrated ability to collaborate across departments and follow through on commitments.

Preferred Qualifications

• Customer service or order management experience in manufacturing, distribution, or a business-to-business environment.

• Experience reviewing purchase orders and managing customer orders through fulfillment.

• Familiarity with inventory availability, backorders, lead times, shipping processes, returns, and credits.

• Experience supporting protective apparel, safety products, or other products requiring detailed specifications.

• Experience working with distributors and supporting multiple customer accounts.

Performance Expectations

• Accurate and timely order processing.

• Prompt, professional, and clear customer communication.

• Consistent follow-through on open orders and unresolved requests.

• Complete and reliable documentation.

• Effective collaboration and appropriate escalation.

• Adherence to established procedures and approval requirements.

Work Environment and Physical Requirements

This role is primarily performed in an office setting and involves extended periods of sitting at a desk, frequent typing and keyboard use, viewing computer screens, and communicating by phone and email. The position requires responding promptly to customers while navigating multiple systems, reviewing information, and documenting interactions. Occasional lifting and carrying of a computer or laptop may be required.