Customer Service Representative

Job Description

Job Description

SUMMARY:

The Customer Service Representative serves as a primary point of contact for customers and supports the day-to-day execution of customer orders and service needs. This position is responsible for providing timely, accurate, and professional customer support, processing and monitoring orders, resolving inquiries, and coordinating with internal teams to help ensure a positive customer experience. The Customer Service Representative works closely with Sales, Operations, Shipping, Warehouse, Finance, and other internal departments to support order fulfillment and resolve customer needs. The ideal candidate is customer-focused, detail-oriented, organized, and able to manage multiple priorities in a fast-paced manufacturing and distribution environment. This position is located in Jackson, Georgia.

This is a hybrid position located in Jackson, Georgia, requiring a minimum of three (3) days per week onsite.

DUTIES AND RESPONSABILITIES:

• Serve as a primary contact for customers by phone and email, providing professional, responsive, and accurate support.
• Enter, review, and process customer orders accurately and in a timely manner, including verification of products, pricing, quantities, shipping details, and other order requirements.
• Monitor open orders and proactively communicate order status, product availability, back-orders, shipment updates, and potential delays to customers and internal stakeholders.
• Partner with Sales, Shipping, Warehouse, Operations, Production, and Finance to support order fulfillment and resolve customer-related issues.
• Research and resolve customer questions, order discrepancies, delivery concerns, returns, credits, and other service issues, escalating matters when appropriate.
• Maintain accurate customer, order, and communication records within company ERP, CRM, and related business systems.
• Support customer account maintenance, including updates to contact, shipping, and other account information.
• Provide product and service information and route technical or specialized questions to the appropriate internal resource.
• Coordinate with customers and internal teams regarding freight, shipping requirements, and delivery expectations.
• Build strong working relationships with customers and internal partners through consistent communication, follow-through, and problem solving.
• Maintain accurate documentation and support departmental reporting and administrative activities as needed.
• Identify recurring customer or order issues and communicate trends or opportunities for process improvement to management.
• Maintain confidentiality of customer, pricing, and company information.
• Bilingual in English and Spanish is a plus.
• Perform other duties as assigned.

QUALIFICATIONS:

• High school diploma or equivalent required; associate degree or additional business or customer service education preferred.
• Minimum of two (2) years of customer service, order management, inside sales support, or related experience preferred.
• Experience working in a manufacturing, distribution, warehouse, or business-to-business environment preferred.
• Experience using an ERP, CRM, or order management system preferred.
• Proficiency in Microsoft Office, including Outlook, Word, and Excel.
• Strong verbal and written communication skills with a professional and customer-focused approach.
• Strong organizational skills with the ability to prioritize multiple requests, deadlines, and changing business needs.
• High attention to detail and commitment to accurate data entry and documentation.
• Strong problem-solving skills and the ability to research issues through resolution.
• Ability to work independently while collaborating effectively with cross-functional teams.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Primarily performed in a professional office environment.
• Requires sitting for extended periods while using a computer and standard office equipment.
• Frequent use of hands and manual dexterity for keyboarding, document preparation, and office equipment.
• Occasionally required to stand, walk, bend, and lift office materials up to 20 pounds.
• Must be able to communicate effectively in person, by telephone, and through electronic communication.
• Position is based at the Jackson, Georgia facility.

STATEMENT:

We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or any other protected status.