Customer Service Representative

Job Title: Customer Service Representative

Location: At our MFC facility in either Conover, NC or Colfax, NC

Reports To: Customer Service Manager

Job Type: Full-Time

Position Summary:

The Customer Service Representative (CSR) plays a vital role in delivering exceptional customer experiences by responding to inquiries, resolving issues, and managing order-related tasks with accuracy and efficiency. This position serves as the primary point of contact for customers across multiple channels and works closely with internal teams to ensure timely communication, accurate order processing, and overall customer satisfaction. The CSR is expected to maintain a high level of professionalism, attention to detail, and a proactive approach to problem-solving.

Key Responsibilities:

Customer Interaction & Support

• Respond to customer inquiries via phone, email, or other platforms in a professional and timely manner.
• Provide detailed information about products, services, and order status.
• Handle customer concerns and complaints with empathy and effectiveness, ensuring resolutions that meet service standards.

Order Entry & Processing

• Accurately enter, update, and maintain customer orders in the system.
• Track orders and communicate status updates or delays proactively to customers.
• Assist with changes, cancellations, returns, and exchanges in accordance with company policy.
• Assist with invoicing orders once shipped.

Issue Resolution & Documentation

• Investigate and resolve customer issues, escalating complex concerns when necessary.
• Maintain thorough documentation of all customer interactions and resolutions.
• Identify recurring issues and suggest improvements to internal processes.

Cross-Department Collaboration

• Liaise with logistics, production, sales, and other teams to ensure timely and accurate order fulfillment.
• Communicate relevant customer feedback to internal teams to improve service and product offerings.

System & Data Management

• Perform accurate data entry and maintain customer records in warehouse management systems.
• Ensure data integrity and perform periodic audits for accuracy.
• Monitor backorders and lead times, providing timely updates to customers and internal teams.

Qualifications:

• High school diploma or equivalent required; some college coursework preferred.
• 2+ years of customer service or order entry experience, preferably in a manufacturing or distribution environment.
• Strong verbal and written communication skills.
• Proficiency in Microsoft Office and experience with CRM or ERP systems (e.g., Epicor, SAP, Salesforce).
• High level of accuracy and attention to detail.
• Ability to multitask, prioritize, and manage time effectively.
• Strong problem-solving and conflict-resolution skills.
• Team-oriented mindset with a proactive and customer-first attitude.