Customer Service Representative

Customer Service Representative II

Pay: $45,000 - $47,500 DOE + increase at 90 days

Hours: 8:00am - 5:00pm ON-SITE

Location: Kent, OH

The Customer Service Representative II provides high-level support to customers by managing orders, inquiries, warranties, returns, invoicing, and account maintenance. This role ensures accurate and timely processing of parts, sales, rentals, and service transactions while delivering exceptional customer service and maintaining strong internal and external relationships.

Key Responsibilities:

• Respond to customer calls and emails regarding orders, quotes, pricing, inventory, delivery status, and product information.
• Process and verify parts orders, web orders, purchase orders, invoices, credits, returns, and warranty claims.
• Maintain accurate customer records, pricing, discounts, territories, and account information in the ERP system.
• Coordinate with warehouse, production, purchasing, and sales teams to ensure timely fulfillment and issue resolution.
• Manage sales, rentals, demos, consignment orders, and related billing activities.
• Process warranty requests, returns, and credits, including documentation and customer communication.
• Generate sales, commission, and operational reports.
• Support inventory management, new item setup, product documentation, and inventory counts.
• Prioritize urgent customer needs and resolve shipment, billing, and order discrepancies.

Key Requirements:

• Associate degree or equivalent experience preferred.
• 2 - 4 years of customer service, order processing, or related experience.
• Strong customer service, communication, and problem-solving skills.
• Proficiency with ERP/order processing systems, Microsoft Excel, Outlook, and Word.
• Ability to multitask, work independently, manage deadlines, and maintain high attention to detail.
• Customer-focused and service-oriented
• Detail-oriented and highly organized
• Strong analytical and troubleshooting abilities
• Effective verbal and written communication
• Adaptable, dependable, and able to perform under pressure
• Team-oriented with a commitment to accuracy and quality

Candidates must consent to a pre-employment background check and drug screen, and must be able to provide two professional job references.