Customer Success Partner

Customer Service Representative (Order Management)

Pay: $23.00$25.00 per hour

About the Role

We are seeking an experienced Customer Service Representative to join our team and deliver exceptional support to our customers. This role is ideal for professionals with experience in customer service, order management, order processing, account support, and sales support who thrive in a fast-paced environment.

As the primary point of contact for customers, you will manage orders, resolve inquiries, coordinate with cross-functional teams, and ensure an outstanding customer experience. You'll play a critical role in maintaining customer satisfaction, supporting sales operations, and continuously improving internal processes.

This position is well-suited for candidates with backgrounds as a Customer Support Representative, Customer Success Representative, Order Management Specialist, Sales Support Representative, Client Services Representative, Order Entry Specialist, or Account Coordinator.

Key Responsibilities

• Deliver exceptional customer service through phone, email, and other communication channels.
• Process customer orders accurately and efficiently while ensuring compliance with company policies and procedures.
• Review and verify pricing, product availability, SKUs, special instructions, and shipment details.
• Proactively communicate order updates, inventory shortages, pricing changes, delivery timelines, and product substitutions.
• Build and maintain strong relationships with customers, ensuring a positive customer experience and long-term satisfaction.
• Serve as the primary liaison between customers, Account Managers, Sales, Distribution, Supply Chain, and Operations teams.
• Support Sales Teams by providing order status updates, resolving order-related issues, and coordinating customer requests.
• Handle customer complaints, escalations, and service issues while meeting departmental KPIs and service level expectations.
• Investigate root causes of customer issues and recommend process improvements to reduce recurring errors.
• Maintain accurate customer records and documentation within company systems.
• Participate in team meetings and contribute ideas that improve customer service processes and operational efficiency.
• Provide backup support for team members and assist other departments as business needs require.
• Adapt to changing priorities and support company initiatives with professionalism and positive communication.

Qualifications

Required Qualifications

• High School Diploma, GED, or equivalent required.
• Associate's or Bachelor's degree preferred.
• 35 years of experience in Customer Service, Customer Support, Order Management, Order Processing, Sales Support, Call Center, Client Services, or Account Management.
• High-speed internet connection suitable for remote/work-from-home responsibilities.
• Strong keyboarding, data entry, and computer skills.

Preferred Technical Skills

Experience with:

• ERP systems (preferably Syteline)
• Microsoft Office Suite (Excel, Outlook, Word)
• CRM software
• Order Entry Systems
• Customer Database Management
• Email communication platforms

Core Skills & Competencies

• Customer Service Excellence
• Order Processing & Order Management
• Customer Relationship Management (CRM)
• Account Support
• Data Entry Accuracy
• Sales Support
• Problem Solving & Critical Thinking
• Conflict Resolution
• Complaint Resolution
• Escalation Management
• Process Improvement
• Time Management
• Organization & Prioritization
• Multitasking in a fast-paced environment
• Analytical Thinking
• Cross-functional Collaboration
• Written & Verbal Communication
• Attention to Detail
• Adaptability & Flexibility
• Self-Motivation
• Team Collaboration

Work Environment

• Ability to support multiple time zones and flexible business hours when needed
• Collaborative team environment with opportunities for professional development

Preferred Experience

• Manufacturing
• Industrial Products
• Packaging
• Distribution
• Supply Chain
• Logistics
• Business-to-Business (B2B) Customer Service
• Inside Sales Support
• Order Fulfillment

Benefits

• 401(k) Retirement Plan
• 401(k) Company Match
• Medical, Dental, and Vision Insurance
• Life Insurance
• Disability Insurance
• Flexible Spending Account (FSA)
• Employee Assistance Program (EAP)
• Paid Time Off (PTO)
• Paid Parental Leave
• Paid Elder Care Benefits
• Employee Discount Program
• Tuition Reimbursement
• Professional Development Assistance
• Retirement Planning Benefits

Keywords for ATS & AI Search

Customer Service Representative Customer Support Customer Success Order Processing Order Management Order Entry Account Support Client Services Sales Support Customer Care Customer Experience CRM ERP Syteline Microsoft Office Data Entry Problem Solving Complaint Resolution Escalation Management Call Center B2B Customer Service Manufacturing Customer Service Distribution Supply Chain Logistics Remote Customer Service Work From Home Hybrid Cross-functional Collaboration Process Improvement Communication Skills Multitasking Time Management Customer Satisfaction Account Coordination Operations Support