Customer Service Representative

Job Description

Job Description

POSITION SUMMARY

The Customer Service Representative (CSR) handles inbound telephone calls and emails from customers, sales representatives, and end users regarding orders, quotes, RMAs/repairs, changes, cancellations, delivery date updates, product application, and pricing. The CSR checks the ERP system (Microsoft Dynamics GP) to confirm stock availability, order status, and projected delivery dates, and coordinates with Shipping on tracers, short shipments, and shipping errors.

KEY RESPONSIBILITIES

• Answer inbound calls and emails from customers, sales representatives, and end users in a friendly, professional manner; respond to inquiries related to orders, quotes, and RMA/repairs.
• Check Microsoft Dynamics GP to confirm stock inventory balances, order status, and projected delivery dates; provide accurate, timely responses.
• Enter and process sales orders, quotes, and EDI transactions; follow up on calls and inquiries, and confirm payment information.
• Expedite urgent requests and perform necessary work on orders to meet customer delivery date commitments.
• Enter and manage RMA records (return type, reason code, item details, customer information); follow up on repair status and authorizations.
• Interact with the Shipping department regarding tracers on shipments; submit information on short shipments and shipping errors.
• Monitor and action the inbound ticket queue (Zoho Desk or similar application), routing requests appropriately and escalating anything requiring specialized judgment.
• May perform other duties related to the department as assigned, including special assignments related to the retail market, OEM sales, or government orders.
  

QUALIFICATIONS

• Minimum of three years of customer support experience in a manufacturing environment
• Experience with an ERP system or database (Microsoft Dynamics GP preferred).
• Strong written and verbal communication skills.
• Direct experience handling RMAs and product repairs/returns.
• Familiarity with ticketing/queue management systems (Zoho Desk or similar).
  

CORE COMPETENCIES

• Friendly Communication
• Communicates with customers, sales reps, and internal teams in a warm, professional tone, both verbally and in writing; keeps stakeholders informed without needing to be asked.
• Service Orientation
• Handles customer-facing interactions with professionalism and a friendly, personable manner; resolves issues and conversations independently and escalates complex cases appropriately.
• Data Accuracy
• Enters and verifies order, quote, and RMA data with consistent precision; catches and flags errors rather than guessing.
• Problem Solving
• Investigates order, shipping, and repair issues thoroughly; prioritizes competing requests and expedites urgent ones to meet customer commitments in a fast-paced environment.
• Reliability
• Consistently present and on time; dependable during high-volume periods.

PHYSICAL REQUIREMENTS

Primarily sedentary office role involving regular computer, telephone, and related equipment use.