Customer Service Representative

Job Description

Job Description

Customer Service Representative

W2 Contract to Hire

Brainerd, MN 

$18-20/hr

Are you a detailoriented professional who enjoys helping customers while keeping operations running smoothly? We're looking for a Customer Service & Order Management Coordinator to serve as a key point of contact for our clients and support the successful fulfillment of retirement product orders.

In this role, you'll manage the full order lifecycle from processing incoming orders and coordinating shipments to resolving customer inquiries, handling invoices and returns, monitoring inventory, and partnering with internal teams to ensure an exceptional client experience. This is an excellent opportunity for someone who thrives in a fast-paced, collaborative environment and enjoys balancing customer service with operational excellence.

What You'll Do

Customer Service & Order Management

• Serve as the first point of contact for clients via phone and email.
• Process incoming product orders accurately and verify existing orders when requested by clients or sales representatives.
• Manage client expectations by clearly communicating policies, procedures, service timelines, and order status.
• Research, troubleshoot, and resolve customer inquiries using internal systems and available resources.
• Deliver exceptional customer service by identifying issues, providing timely resolutions, and maintaining positive verbal and written communication.
• Accurately document all customer interactions, including issues, actions taken, and resolutions.
• Process daily invoices, product returns, and credits

Operations & Fulfillment

• Support the daily fulfillment process, including order printing, shipment quality assurance, and customer feedback.
• Process electronic forms updates and coordinate communications with vendors and clients.
• Monitor inventory levels of stock products and work with third-party vendors to obtain estimates and issue purchase orders as needed.
• Assist with the fulfillment of stock products and services.
• Develop a working knowledge of all Retirement Plan Services product offerings, including paper and electronic forms, manuals, publications, marketing materials, and educational products.
• Identify opportunities to cross-sell additional products and services while assisting clients with their orders.

Team Collaboration & Continuous Improvement

• Partner with the Education Coordinator to support registrations, continuing education credit tracking, and provide backup support for shared email communications.
• Follow established departmental procedures and consistently meet assigned service standards.
• Provide feedback and recommend process improvements that enhance service quality and reduce errors.
• Assist with special projects and other departmental initiatives as assigned.
• Participate in training and professional development opportunities to expand product knowledge and understanding of Ascensus business processes and the retirement services industry.

Compliance & Confidentiality

• Protect, secure, and appropriately handle all confidential information to prevent unauthorized access, improper transmission, or disclosure.
• Demonstrate the company's core values and client-first philosophy through daily interactions and decision-making.
• Perform additional duties as assigned.

Required Qualifications

• Associate degree in Business or a related field, or an equivalent combination of education and experience.
• Proficiency with Microsoft Office.
• Strong customer service skills with a commitment to delivering a positive client experience.
• Excellent written, verbal, and interpersonal communication skills.
• Strong analytical and problem-solving abilities.
• Exceptional attention to detail and organizational skills.
• Ability to prioritize multiple tasks and thrive in a fast-paced environment.
• Collaborative team player with a proactive approach to supporting colleagues and clients.

Preferred Qualifications

• Basic knowledge of ERISA.
• Project coordination experience.
• Print industry experience.

TCWGlobal is an equal opportunity employer. We do not discriminate based on age, ethnicity, gender, nationality, religious belief, or sexual orientation.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.