Customer Solutions Representative I

Customer Solutions Representative I

The Customer Solutions Representative I delivers exceptional customer support by providing timely, accurate, and professional assistance to customers in a fast-paced, high-volume environment. This role serves as a key point of contact for routine customer inquiries, order processing, and issue resolution while ensuring a positive customer experience across multiple communication channels.

The Customer Solutions Representative I is responsible for accurately processing customer transactions, responding to inquiries, and coordinating with internal teams to support order fulfillment and customer satisfaction. Through strong attention to detail, effective communication, and a customer-first mindset, this role contributes to operational excellence and service quality objectives.

Standard working hours are 8:30am - 5:00pm. During Daylight Savings Time, hours will shift to 9:30am - 6:00pm to align with Eastern Time.

Responsibilities

Customer Support

• Respond to customer inquiries via phone, email, chat, and other communication channels in a professional and timely manner.
• Provide customers with information regarding products, pricing, availability, lead times, order status, and shipping details.
• Resolve routine customer issues and escalate complex concerns to appropriate team members when necessary.
• Communicate order updates, shipment changes, and delivery information to customers.

Order & Transaction Processing

• Enter and process customer orders, quotes, catalog requests, returns, and related transactions accurately and efficiently.
• Review orders for completeness and accuracy before processing.
• Assist customers with order modifications, cancellations, and status inquiries.
• Support return requests and coordinate required documentation and approvals.

Operational Support

• Monitor assigned work queues and customer requests to ensure timely response and resolution.
• Maintain accurate customer information and records within company systems.
• Assist with resolving shipment issues, delivery exceptions, and returned packages.
• Support backorder communications by providing customers with updated delivery information.

Cross-Functional Collaboration

• Partner with internal teams including Operations, Shipping, Quality, Finance, and Sales Support to resolve customer inquiries.
• Escalate fulfillment, inventory, pricing, and service-related issues as appropriate.
• Participate in team meetings, training programs, and process improvement initiatives.

Continuous Learning & Development

• Develop knowledge of company products, services, systems, and processes.
• Maintain awareness of departmental procedures and service standards.
• Demonstrate a commitment to continuous learning and professional growth.
• Contribute to a positive team environment focused on customer success and operational excellence.

Success Profile

The successful Customer Solutions Representative I:

• Delivers friendly, professional, and responsive customer service.
• Processes transactions accurately and efficiently.
• Demonstrates reliability, accountability, and attention to detail.
• Learns quickly and adapts to changing priorities.
• Collaborates effectively with teammates and internal partners.
• Escalates issues appropriately while taking ownership of customer needs.
• Contributes to team productivity and customer satisfaction goals.

Qualifications

To perform this position successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required Skills & Abilities:

• Strong verbal and written communication skills.
• Excellent attention to detail and organizational skills.
• Ability to manage multiple tasks in a fast-paced environment.
• Basic proficiency with Microsoft Office applications and business systems.
• Familiarity with CRM, ERP, or order management systems preferred.
• Experience supporting customers through phone, email, or chat channels preferred.
• US Citizenship or permanent residence required.

Education/Experience:

High School diploma or equivalent. 0-2 years of customer service, administrative support, retail, hospitality, or related experience. Experience in a customer service, call center, eCommerce, distribution, or order processing environment preferred.

Physical Requirements:

Ability to operate office equipment such as a copier; ability to see details at a close range; ability to sit at desk or PC for long periods of time; work in office setting.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Think you meet some of the requirements but not all? Studies have shown that women and people of color are less likely to apply to jobs for which they do not meet every qualification. If you see a role that interests you, we encourage you to apply, regardless of whether or not your experience is completely aligned with the job description. Edmund Optics is committed to becoming the most diverse, equitable, and inclusive workplace within the Optics and Photonics Industry and beyond. You may be a great candidate for this role or others within Edmund Optics.

Compensation Range Transparency:

At Edmund Optics, we are committed to transparency and equity in our hiring practices. The posted salary range for this role reflects the expected base pay. The actual offer will be based on multiple factors, including but not limited to relevant skills, education, work experience, business needs, and geographic location.

Salary Range: $18.00 - $20.00 per hour

Benefits:

• Medical, Dental, and Vision Insurance
• Life, AD&D, Short and Long-Term Disability Insurance
• Generous Paid Time Off (PTO)
• Tuition Reimbursement
• 401(k) Retirement Plan with Company Match up to 3%
• Daycare and Gym Reimbursement
• Paid Parental Leave and New Mother Benefits
• Training and Development Opportunities

Availability of these benefits may depend on the country and employment type.