Customer Service Representative

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Client Overview:

A leading manufacturing and consumer products organization is seeking a Customer Support Representative to support national account customers, order administration, and customer service operations. This role plays a key part in ensuring accurate order processing, timely communication, and exceptional service throughout the customer lifecycle.

Salary/Hourly Rate:

$25/hr - $29/hr

Position Overview:

The Customer Support Representative is passionate about delivering outstanding customer service and thrives in a fast-paced, customer-focused environment. This role serves as the primary point of contact for large national accounts, managing purchase orders from entry through delivery while partnering closely with internal departments to ensure customer satisfaction. Strong communication, organization, and problem-solving skills are essential.

Responsibilities of the Customer Support Representative:

• Customer Service Support - Respond to customer inquiries via phone, email, and website channels while providing accurate and timely information.
• Order Administration - Receive, enter, maintain, and update customer purchase orders within the inventory management system.
• Order Tracking & Resolution - Investigate order status inquiries, provide shipment updates, and resolve delivery-related concerns.
• Account Management - Support large national accounts while building strong customer relationships based on trust and responsiveness.
• Shipping Coordination - Maintain account-specific shipping instructions and ensure compliance within the ERP system.
• Returns Processing - Evaluate customer return requests and obtain required documentation to process return authorizations.
• Customer Documentation Support - Provide customers with requested certificates, technical documents, and product information.
• Pricing & Credit Support - Partner with sales, pricing, and credit teams to resolve pricing discrepancies and process account adjustments.
• Inventory & Availability Monitoring - Review open orders, identify potential product shortages, and proactively communicate updates to customers and internal stakeholders.
• Cross-Functional Collaboration - Work closely with production planning, warehouse, logistics, marketing, sales, IT, and other departments to support customer needs.
• Freight & Delivery Resolution - Coordinate with carriers and internal teams to resolve freight discrepancies and delivery exceptions.
• Continuous Improvement - Participate in training sessions and departmental initiatives to stay informed on products, systems, and company policies.

Required Experience/Skills for the Customer Support Representative:

• 3+ years of experience in customer service, customer support, or sales administration.
• Knowledge of customer service principles, order management processes, and customer account support.
• Strong proficiency with Microsoft Office Suite, particularly Excel.
• Experience working with ERP, inventory management, or order processing systems.
• Excellent verbal and written communication skills.
• Strong organizational, multitasking, and time-management abilities.
• Ability to prioritize workload and manage multiple customer requests simultaneously.
• Customer-focused mindset with strong follow-up and problem-solving skills.
• High attention to detail and commitment to accuracy.
• Ability to collaborate effectively with internal business partners across multiple departments.

Preferred Experience/Skills for the Customer Support Representative:

• Experience supporting national accounts.
• Knowledge of freight, shipping, logistics, or supply chain processes.

Education Requirements:

• High School Diploma required.
• Associate Degree or Bachelor's Degree preferred.

Benefits:

• Atrium Care Package available, upon eligibility (including healthcare plans, discount programs, and paid time off).

Job Wrapping ID: #LI-AJ3

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