Customer Service Rep

Customer Service Rep

The Customer Service Representative II is an experienced customer support professional responsible for managing customer inquiries, resolving issues, and supporting team and department service goals. This role requires strong communication skills, the ability to work independently under moderate supervision, and collaboration with internal teams to ensure timely and accurate order fulfillment while maintaining high levels of customer satisfaction. Hybrid Remote on Mondays and Fridays; in-office Tuesday through Thursday A Day In The Life Respond to customer inquiries, concerns, and complaints via phone, email, and other service channels Provide accurate information regarding products, policies, procedures, order status, and inventory availability Process customer orders, changes, and cancellations with attention to detail Identify alternative or substitute products when requested items are unavailable Track and meet service-level expectations, including responsiveness and follow-up Collaborate with Sales, Marketing, Quality, Manufacturing, and Operations to resolve customer's order issues Communicate special order requirements such as expedited shipping, delivery constraints, and unique customer needs to ensure accurate fulfillment Support team and maintain accurate documentation within SAP and Salesforce Provide research and problem-solving to resolve customer inquiries, issues, and discrepancies in a timely and accurate manner What will help you thrive in this role? Associate degree or equivalent combination of education and experience Minimum of 23 years of customer service experience in a business or call center environment Ability to manage a high volume of inquiries across multiple channels Microsoft Office: Excel and Word preferred Salesforce experience preferred SAP experience preferred