Customer Service Representative

Job Description

Job Description

We are looking for a Customer Service Representative to join our team in Louisville, Kentucky in a Contract to Permanent role. This position focuses on delivering responsive support across chat, phone, and order-related inquiries while ensuring each customer receives timely, accurate assistance. The ideal candidate is service-minded, organized, and confident managing questions, follow-up tasks, and cross-functional coordination in a fast-paced environment.

Responsibilities:
• Deliver prompt assistance through website chat and customer communications, clarify needs, and connect complex matters with the right internal teams while remaining accountable for the overall customer experience.
• Record conversations, service requests, lead details, follow-up commitments, and account updates accurately in company systems to maintain complete and reliable customer records.
• Research customer concerns, address issues directly when possible, and manage escalations through resolution with regular updates to customers on status and next steps.
• Provide internal support for quotes, order entry, order tracking, and service-related requests by coordinating with the appropriate departments to ensure timely handling.
• Process post-sale service needs such as returns, refunds, claims, warranty matters, and RMAs in alignment with established policies and procedures.
• Offer first-level product and technical guidance by gathering key application details, using available resources, and involving technical specialists when deeper review is needed.
• Follow up proactively on delayed orders, pending information, open claims, unresolved questions, and other outstanding matters until a clear resolution or action plan is in place.
• Maintain a calm, attentive approach in challenging interactions by demonstrating empathy, patience, and strong listening skills while working toward positive outcomes.
• Partner closely with Sales, Operations, Marketing, Shipping, Service, Engineering, Procurement, and related teams to secure accurate information and resolve customer requests efficiently.• Previous experience in customer service, call center support, or a similar customer-facing environment.
• Ability to manage inbound and outbound customer communications with professionalism and accuracy.
• Working knowledge of order entry, order status support, and general service coordination.
• Strong written and verbal communication skills with the ability to handle high-volume interactions effectively.
• Comfortable documenting customer activity and maintaining accurate records in internal systems.
• Demonstrated problem-solving ability and sound judgment when resolving issues or escalating concerns.
• Strong organizational skills with the ability to track multiple follow-ups and open items at once.