Sr. Customer Service Representative

Sr. Customer Service Representative

Make an impact where exceptional service meets operational excellence.

As a Sr. Customer Service Representative, you'll be at the heart of the customer experience, owning the full order lifecycle, solving complex challenges, and building lasting relationships that drive trust and loyalty. In this highly visible role, you'll serve as the critical link between customers and internal teams, ensuring every interaction is seamless, accurate, and timely. If you thrive in a fast-paced environment, take pride in delivering world-class service, and enjoy finding smarter ways to get things done, this is your opportunity to elevate both the customer journey and your career.

General Description of Duties

The Sr. Customer Service Representative plays a key role in delivering world-class customer support and ensuring accurate, timely order fulfillment. This position serves as a primary liaison between customers and internal departments, managing inbound orders and guiding them through the full order life cycle. The Sr. Customer Service Representative must effectively resolve complex issues, maintain strong client relationships, and uphold company performance standards. This role also supports the Customer Service Manager and Supervisor by escalating issues, recommending process improvements. This individual must maintain a positive work atmosphere by behaving and communicating in ways that foster good relationships with those inside and outside the company, while achieving and enhancing performance standards.

Essential Job Functions

1. Accurately and promptly enter and manage purchase orders received via email or EDI.
2. Demonstrate initiative and critical thinking when addressing issues; anticipate challenges and escalate when appropriate.
3. Monitor each order closely, ensuring timely follow-up and swift resolution of potential problems.
4. Lead by example in fostering a customer-first, team-oriented culture.
5. Provide support to the Sales Department as needed.
6. Train and mentor customer service representatives on policies, procedures, and best practices.
7. Serve as backup to the Customer Service Supervisor when required.
8. Exhibit excellent planning, communication, and organizational skills, even under tight deadlines.
9. Communicate order status updates to customers and maintain accurate account records.
10. Collaborate with Production, Shipping & Receiving, and Quality Control to ensure customer requirements are met.
11. Log and monitor customer complaints, ensuring communication with the appropriate departments.
12. Identify and recommend process improvements to enhance efficiency and customer satisfaction.
13. Exercise sound judgment in decision-making and conflict resolution.
14. Perform additional responsibilities as assigned by the Customer Service Supervisor or Manager.
15. Maintain regular, reliable, and punctual attendance.

Requirements

1. Minimum 4 years of customer service experience.
2. Experience in supply chain, manufacturing, and/or order fulfillment.
3. Strong math, analytical, and attention-to-detail skills.
4. Strong problem-solving, and conflict-resolution skills
5. Excellent written and verbal communication in English.
6. Proficiency in Microsoft Office Suite, with advanced Excel skills.
7. Experience with ERP systems.
8. Strong diligence, follow-through, and ability to prioritize effectively.
9. Capacity to learn quickly and adapt in a fast-paced environment.
10. Experience training, mentoring, or leading customer service team members a plus.
11. Ability to work independently as well as collaboratively within a team