Technical Customer Service Representative

Customer Service RepresentativeProvides frontline customer service support to both internal and external customers. Responsibilities include processing orders, quotes, and EDI transactions; responding to customer inquiries and product requests; managing order follow-up; and resolving basic customer issues using foundational knowledge of Exotic product lines and business systems.Order Management & ProcessingProcesses customer orders accurately from receipt through completion, including order entry, verification, and confirmationManages EDI (Electronic Data Interchange) transactions, including order receipt, processing, and error resolutionHandles order follow-up activities, including status updates, expedite requests, and delivery coordinationProcesses RMAs (Return Merchandise Authorizations) in accordance with company policies and customer agreementsCustomer Communication & SupportResponds to customer inquiries regarding product availability, order status, pricing, and general account questionsPrepares and processes customer quotations with accurate pricing and product specificationsDocuments and processes customer complaints following established procedures to ensure timely resolutionMaintains professional communication with customers through phone, email, and other channelsFinancial & Pricing KnowledgeApplies understanding of cost structures, discount schedules, and gross profit calculations to support pricing decisionsUtilizes customer-specific pricing matrices to ensure accurate quotations and order processingReviews orders for pricing accuracy and margin requirements before submissionProduct & Supplier KnowledgeDemonstrates foundational knowledge of Exotic product lines to answer basic customer questions and identify appropriate solutionsMaintains working knowledge of core supplier base and their product offeringsAccesses and navigates supplier portals to verify product availability, specifications, and lead timesSystem & Process ComplianceFollows all departmental and corporate policies and procedures to ensure consistent service levelsMeets established productivity metrics for order processing, quote turnaround, and customer response timesMaintains accurate records and documentation in company systems for all customer interactions and transactionsSupplemental Job FunctionsPerforms other duties as assigned or requested.Knowledge, Skills and Abilities RequiredHigh School Diploma (required), Associate's degree preferred.Previous work experience (prefer customer-service related experience).Previous experience working on a computer.Exotic Automation & Supply maintains a drug-free workplace, including testing for marijuana.