Customer Service Representative

Job Details Category: Customer Service, Credit & Collections, Admin Job Location: Willingboro, NJ, US Position Type: Full‑Time/Regular Customer Service Representative Radwell International LLC | Customer Satisfaction Full-Time | Hourly | On-site Schedule: Monday–Friday – 8:00am to 5:00pm 1 Millennium Drive, Willingboro, NJ 08046 The Customer Service Representative is responsible for assisting customers with warranty, return, and reactive expediting issues in accordance with Radwell International policies. This is a highly customer‑facing role serving as a central point of contact to resolve order issues, manage returns and warranties, and drive customer satisfaction through timely communication and follow‑up. Customer interaction occurs primarily through departmental email inboxes (View email address on click.appcast.io, View email address on click.appcast.io) and distribution phone lines. Key Responsibilities Expediting Proactively and reactively expedite all open orders for internal and external customers, including ASMs, TAEs, and open order reports. Document all changes to sales and purchase orders including quantity changes, delays, pricing discrepancies, and cancellations. Communicate updated delivery timelines to customers. Respond to customer inquiries via phone, email, and fax. Provide timely, professional, and accurate customer responses. Collaborate with internal departments to resolve customer needs. Returns & Warranties Respond to customer requests for RMAs, warranties, credits, and engineering consults. Coordinate distribution returns involving customer contact, vendor interaction, sales, receiving, and accounting. Obtain and document vendor restocking information and breakdowns for both customers and Radwell. Ensure returned items are handled according to company policy and vendor requirements. Document and track all return shipments and related information. Coordinate warranty returns requiring engineering or QA involvement. Expedite open RMAs and document progress. Communicate urgency for replacement orders as needed. Customer Satisfaction Deliver a high level of customer satisfaction through responsiveness and professionalism. Research, communicate, resolve, and document customer inquiries using Radwell systems (RADiant Spectrum, PriceTool, P21, Genesys, Outlook, phone, email, fax). Maintain organized Outlook folders and manage Genesys interactions. Use customer feedback to recommend system, process, or communication improvements. Assist with special projects as requested. Escalate customer complaints or unresolved issues to the Customer Satisfaction Supervisor. Metrics Customer contact within one hour for requests received prior to the final hour of shift. Requests received after the final hour must be acknowledged for next‑business‑day handling. Monthly and quarterly productivity measured by phone and email volume handled. Knowledge & Skills Required Strong computer proficiency. Ability to multitask in a fast‑paced environment. High attention to detail. Strong problem‑solving abilities. Excellent communication skills. Ability to handle high call and email volume. Education & Experience High School Diploma or equivalent required. 1–2 years of customer service experience preferred. Work Schedule This is an 8-hour shift scheduled Monday through Friday between 8:00am and 5:00pm with a one-hour lunch break. Employees must be logged in and ready to work at start time. Work Environment Professional open‑office environment. Occasional visits to other office, plant, or warehouse areas may be required. Dress attire is business casual. Employees must wear Radwell-provided apparel once issued, along with ID badge and access card. All Radwell safety policies must be followed. Compensation The recruiting base pay rate for this full-time position is $21.00 per hour. Within the base pay range, individual compensation is determined by job-related skills, experience, and relevant education or training. Radwell Benefits Medical, dental, and vision coverage starting Day 1 of employment. 15 PTO days. Paid company holidays. Company‑paid short‑term and long‑term disability. Company‑paid life insurance. 401(k) with company matching. Free onsite gym. Radwell International LLC is an equal opportunity employer. #J-18808-Ljbffr