Customer Service Representative

Position Summary

The Customer Service Representative (CSR) supports Account Representatives and customers by coordinating orders, providing timely updates, resolving order-related issues, and ensuring positive customer experience. This role serves as a key point of contact for day-to-day customer needs while working closely with Sales, Operations, and other internal departments to ensure accurate order processing and timely fulfillment.

Primary Responsibilities

Customer Service & Order Management

• Serve as a primary point of contact for customer inquiries, order status updates, and issue resolution.

• Enter and process customer orders in S2K, ensuring accuracy and completeness.

• Prepare quotes, coordinate samples, and communicate pricing and product information as needed.

• Monitor back orders, inventory availability, and delivery schedules, communicating changes or delays to customers and Account Representatives.

• Coordinate with internal departments to resolve order discrepancies, delivery concerns, and other customer issues.

• Support billing inquiries and assist with resolving invoicing discrepancies.

Sales & Account Representative Support

• Provide administrative and customer service support to Account Representatives to maintain strong customer relationships.

• Coordinate pricing updates and implement approved price increases at the direction of Account Representatives, as applicable to individual customer accounts.

• Identify pricing or order concerns, including potential margin issues, and communicate them to the appropriate Account Representative.

• Assist with customer quotes, samples, and follow-up requests to support sales activities.

• Participate in occasional customer visits alongside Account Representatives to support customer relationships and service needs.

Order Fulfillment & Administrative Support

• Coordinate with Operations, Warehouse, and other internal teams to support accurate and timely order fulfillment.

• Track orders, deliveries, and back orders to help ensure customer expectations are met.

• Collect and direct customers to the appropriate process for submitting credit applications, as needed. Credit applications are submitted directly to the Credit Department through the designated process.

• Maintain accurate customer and order information in company systems.

• Perform other related duties as assigned to support the Sales team and overall business operations.

Skills & Abilities

• Strong customer service and communication skills, with the ability to build positive working relationships.

• Ex cellent organizational skills and attention to detail when processing orders and managing competing priorities.

• Ability to communicate effectively with customers, Account Representatives, and internal departments to resolve issues.

• Strong problem-solving skills and the ability to follow through on customer requests.

• Ability to work independently while collaborating with a team in a fast-paced environment.

• Proficiency with Microsoft Office applications and the ability to learn company-specific software and systems.

• Willingness to develop product knowledge, pricing familiarity, and an understanding of company processes over time.

Education & Qualifications

• High school diploma or equivalent required.

• Previous customer service, order processing, sales support, or related experience preferred.

• Experience working with order management systems or ERP software is a plus.

• Strong communication, organizational, and computer skills.

• Ability to learn product offerings, internal procedures, and customer-specific requirements on the job.