Sr Customer Service Representative

Position Overview

Ultimate Staffing Services is seeking a dedicated and experienced Senior Customer Service Representative (Sr CSR) to join a dynamic team in North County. The ideal candidate will have a strong background in customer service and the ability to manage and resolve complex customer inquiries with professionalism and efficiency.

Responsibilities

• Bring 5 years of recent customer service experience to the role. Working with a manufacturing facility in the same capacity required.
• Answer incoming calls, emails, and live chats promptly and professionally.
• Update and maintain accurate customer profiles, pricing contracts, and customer communication in the ERP system.
• Order Management: Accurately process incoming purchase orders and respond to customers in a timely manner with confirmation, order status, lead times, and shipping schedules.
• Monitor open orders and proactively follow up with customers regarding shipment status, backorders, and potential delays to ensure a positive customer experience.
• Maintain accurate records of customer interactions, order activity, and service requests while ensuring all documentation is updated and organized within company systems.
• Collaborate with warehouse, production, and logistics teams to expedite urgent orders and resolve fulfillment issues in a timely and professional manner.
• Quote customers on components and products.
• Partner with production planning and the Purchasing Department to obtain delivery dates and communicate to customers with delivery dates and product availability in a prompt and professional manner.
• Support the Sales Department with customer accounts and orders.
• De-escalate customer issues and route escalated problems to the appropriate internal team. Investigate and resolve customer complaints regarding delivery delays, damaged goods, or billing discrepancies, coordinating with the accounting and quality departments.
• Enter and process RMAs.
• Set up new residential or commercial customer accounts.
• Create work orders and schedule service appointments for field technicians.
• Develop a strong working knowledge of product lines to assist customers with basic technical inquiries or recommend alternative products when needed.

Qualifications

• Education requirement is an AA degree.

Required Work Hours

Monday to Friday, 1st shift

Benefits

Information regarding specific benefits was not provided.

Additional Details

Max Pay is $36.00 per hour. Min Pay is $33.00 per hour.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, Los Angeles County Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.