Customer Service Representative

Job Description

Job Description

Job Summary:
The Customer Service Representative is responsible for managing customer orders from entry through delivery, ensuring accuracy, timeliness, and clear communication across departments. This role supports both internal and external customers in a fast-paced contract manufacturing environment focused on nutraceuticals and dietary supplements.

Responsibilities:

• Serve as the primary point of contact for assigned accounts, providing accurate and timely order information.
• Effectively manage large amounts of incoming calls, emails, texts, and chats.
• Identify and assess customers’ needs to achieve customer satisfaction.
• Answer questions in regards to company policy, warranty, product functions, and product specifications.
• Enter and maintain orders in the system, verifying pricing, quantities, and specifications.
• Communicate proactively with all internal teams to ensure on-time delivery.
• Maintain accurate customer records, specifications, and communication logs.
• Participate in continuous improvement efforts focused on service quality and process efficiency.
• Handle all aspects of customer order from request for quote, initiating final approved costing, receiving and processing purchase orders, creating sales orders, requesting and sending invoices for payment, help customers product get produced, and coordinating with the customer to get the finished product picked up.
• Understand how 4Excelsior completes orders from receipt of an order through to the shipment to be an effective part of the Customer Service Team.
• Other duties as assigned

Requirements:

• Bachelor’s or equivalent experience in a business-related field. STEM Major preferred
• Bilingual Mandarin preferred
• Project Management experience
• Good written and verbal communication skills
• Good organizational skills with a strong attention to detail
• Ability to multi-task and prioritize responsibilities
• Strong documentation practices and recording keeping skills
• Ability to work both independently and in a team environment
• Ability to maintain high level of confidentiality
• Ability to work under pressure of deadlines