Consumer Services Representative

Job Description

Job Description

We are seeking a detail-oriented and customer-focused Consumer Services Representative to serve as a key liaison between customers, warehouse operations, and internal teams. This position supports customer service operations, returns processing, order management, and issue resolution in a fast-paced distribution environment. The ideal candidate will have a strong customer service background, excellent communication skills, a solution-oriented mindset, and the ability to work effectively with both customers and warehouse personnel. Previous experience in a warehouse, distribution, or logistics environment is preferred.

Key Responsibilities

• Respond to incoming customer inquiries via phone and email, providing timely, professional, and solution-focused support.
• Assist customers with questions related to products, order status, shipping information, pricing, returns, and service requests.
• Resolve customer concerns and escalations while maintaining a high level of customer satisfaction.
• Process and manage direct-to-consumer (DTC) and business-to-business (B2B) orders, ensuring accuracy throughout the order lifecycle.
• Support the Return Merchandise Authorization (RMA) process, including return requests, documentation, tracking, and follow-up.
• Monitor open orders, backorders, returns, and delayed shipments, proactively communicating updates to customers and internal stakeholders.
• Collaborate closely with warehouse, logistics, operations, sales, and customer service teams to resolve order issues and improve service levels.
• Maintain accurate customer records, order activity, and service documentation within CRM and order management systems.
• Assist with inventory-related inquiries, shipment tracking, and coordination between customers and warehouse operations.
• Identify opportunities to improve processes, enhance operational efficiency, and elevate the overall customer experience.
• Provide administrative support, reporting, documentation, and assistance with special projects as needed.
• Gather customer feedback and communicate recurring trends or concerns to appropriate departments.

• High school diploma or equivalent required.
• Minimum 2 years of customer service experience in a customer-facing environment, including handling inquiries, resolving issues, and managing escalations.
• 6+ months of warehouse, distribution, logistics, inventory, or operations support experience preferred.
• Experience handling customer escalations, returns, RMA processing, and complex order-related issues.
• Experience with order management, logistics coordination, warehouse support, or supply chain operations is a plus.
• Strong verbal and written communication skills with a customer-first mindset.
• Excellent problem-solving, organizational, and multitasking abilities.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Ability to work independently while collaborating effectively within a team environment.
• Proficiency with Microsoft Office Suite, including Excel, Outlook, and Word.
• Experience using CRM systems, such as Salesforce, preferred.
• Experience with ERP systems, such as NetSuite, preferred.
• Previous experience working closely with warehouse, logistics, or supply chain teams is highly desirable.