Customer Service Representative

Job Description

Job Description

Customer Service Representative (CSR)

Location: Dayton, NJ
Position Type: Full-Time

Position Overview

IWS Group is seeking a professional, dependable, and customer-focused Customer Service Representative (CSR) to join our team in Dayton, NJ. The CSR will serve as a key point of contact for customers, helping ensure a positive experience by providing timely assistance, answering questions, processing orders, resolving issues, and maintaining strong customer relationships.

The ideal candidate is organized, detail-oriented, professional, and comfortable communicating with customers by phone, email, and in person.

Key Responsibilities

• Respond to customer inquiries by phone, email, and other communication channels in a professional and timely manner.
• Assist customers with orders, product information, pricing, availability, and general questions.
• Enter and process customer orders accurately and efficiently.
• Track orders and communicate updates, delays, or changes to customers.
• Resolve customer concerns and complaints while maintaining a positive and professional attitude.
• Coordinate with sales, warehouse, shipping, and other internal departments to ensure customer needs are met.
• Maintain accurate customer records, order information, and documentation.
• Follow up with customers as needed to ensure issues are resolved and orders are completed successfully.
• Assist with returns, exchanges, credits, and other customer service-related requests.
• Identify customer needs and provide appropriate solutions or escalate issues when necessary.
• Maintain a strong knowledge of IWS Group's products, services, policies, and procedures.
• Support the team with administrative and other customer-service-related tasks as needed.
• Maintain professional and positive relationships with customers and coworkers.

Qualifications

• Previous customer service, office, sales support, or administrative experience preferred.
• Excellent verbal and written communication skills.
• Strong attention to detail and organizational skills.
• Ability to multitask and prioritize responsibilities in a fast-paced environment.
• Comfortable working with computers, email, Microsoft Office, and other business software.
• Ability to learn new systems and processes quickly.
• Strong problem-solving and decision-making skills.
• Professional, dependable, and team-oriented.
• Ability to remain calm and courteous when handling difficult customer situations.
• High school diploma or equivalent required.

Preferred Skills

• Experience with order entry or customer relationship management (CRM) systems.
• Experience working in a wholesale, manufacturing, distribution, or business-to-business environment.
• Strong telephone and email communication skills.
• Bilingual skills are a plus.

What We're Looking For

The ideal candidate is someone who enjoys helping people, takes pride in providing excellent customer service, and can work effectively with both customers and internal teams. A successful CSR at IWS Group should be proactive, reliable, organized, and committed to getting the job done accurately and efficiently.