Customer Service Representative

Customer Service Representative II

Location: Charlotte, NC

Schedule: Monday–Friday, 8:00 a.m.–5:00 p.m.

Salary: $50,000–$54,000 annually plus benefits and PTO

Work Arrangement: 100% on-site in Charlotte during the first 90 days. After successfully completing the introductory period, employees may transition to a hybrid schedule with up to two work-from-home days per week.

Join SATO America

At SATO America, LLC, our mission is to create new value for our customers through products and services of superior quality while contributing to a better and more sustainable world. For more than 80 years, SATO has fostered a culture of professionalism, customer-focused innovation, and value creation.

If you are detail-oriented, responsive, and energized by helping customers solve problems, we invite you to consider joining our team.

Position Overview

SATO America is seeking a service-focused Customer Service Representative II to provide exceptional support to customers, partners, and internal teams. This position responds to customer inquiries, addresses order and product-related concerns, and helps ensure an excellent customer experience through timely communication, effective problem-solving, and strong follow-through.

Serving as a key liaison among customers, Sales, Operations, Manufacturing, and other internal departments, the Customer Service Representative II must demonstrate urgency, accountability, professionalism, and the ability to manage competing priorities in a fast-paced environment.

Key Responsibilities

• Provide professional customer support by phone, email, and online channels.
• Review, enter, and manage customer orders, service requests, changes, cancellations, and delivery inquiries.
• Coordinate with Sales, Operations, Manufacturing, and other internal teams to confirm customer requirements, pricing, documentation, inventory, and delivery expectations.
• Research and resolve customer concerns, order issues, and complaints while maintaining accurate records in Oracle, ETQ, and other business systems.
• Monitor customer inventory levels, maintain release information, and prepare customer-specific reports.
• Manage multiple priorities and a high volume of customer communications while providing timely follow-up.
• Recommend customer-focused solutions and process improvements that support service, production, and delivery needs.
• Maintain positive relationships with internal and external customers while following company safety, quality, and compliance requirements.
• Provide general administrative support and perform other duties as assigned.

Qualifications

• Associate degree, one to three years of related experience or training, or an equivalent combination of education and experience.
• Previous experience in customer service, order management, inside sales support, or a related customer-facing role.
• Proficiency with Microsoft Office.
• Experience with Oracle, Microsoft Dynamics 365, or another ERP or business system.
• Strong verbal, written, and interpersonal communication skills.
• Excellent critical-thinking, problem-solving, and organizational abilities.
• Strong attention to detail and commitment to accuracy.
• Ability to manage competing priorities, respond to urgent situations, and meet daily commitments.
• Ability to work independently and collaborate effectively across departments.
• Flexibility to work overtime when needed to meet business demands.

Benefits and Total Rewards

SATO America offers a competitive salary and a comprehensive benefits package designed to support employees’ health, financial security, professional development, and work-life balance.

Health and Wellness

• Medical, dental, and vision insurance, including coverage options for domestic partners
• Company-paid life, AD&D, short-term and long-term disability insurance
• Pre-tax Health Savings Account

Time Away

• 10 company-paid holidays.
• 15 days of accrued vacation.
• 6 accrued personal days annually.

Financial Security

• 401(k) with company match.
• Immediate vesting after eligibility requirements are met.

Professional Growth

• Career development opportunities.
• Employee Assistance Program.
• Referral bonus opportunities.

Physical and Work Requirements

This position primarily requires sitting, frequent use of the hands and fingers for computer and administrative work, and regular verbal communication with customers and coworkers. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position. Travel is rarely required.

Build Quality. Drive Excellence. Grow Your Career.

If you're detail-oriented, customer focused, and excited to build a career, we'd love to hear from you. Apply today and become part of a company committed to innovation, customer success, and creating a more sustainable future.