Customer Service Associate

Customer Service Associate

The Customer Service Associate is responsible for supporting customers across the United States, Canada, Latin America, and South America. This role provides front-line customer service, order entry, and order administration support across multiple business segments. The position requires strong attention to detail, the ability to multitask, and a professional phone presence to deliver an excellent customer experience. The Customer Service Associate must be comfortable navigating computerized order entry systems and working in a cross-functional environment with internal departments, including Sales, Shipping, Operations, Finance, Technical Support, Marketing, and Product Management. This role requires strong problem-solving skills, clear communication, organization, and the ability to manage competing priorities in a fast-paced environment.

Scope of the Position

The Customer Service Associate provides front-line customer support and order administration for multiple business segments. This includes managing a high volume of daily order entry, customer phone calls, and email communications while ensuring accuracy, timely follow-up, and effective coordination with internal teams. The role supports customers with order status, pricing, availability, lead times, shipment tracking, RMAs, warranty orders, replacements, and general order-related questions. The position requires comfort working in multiple systems, including ERP/order entry tools such as Dynamics, Freshdesk, customer portals, and other internal platforms. A strong focus on order accuracy, responsiveness, and customer satisfaction is essential.

Key Responsibilities

• Accurately and efficiently enter customer orders for all business segments into the ERP/order entry system, including Dynamics.
• Manage a high volume of inbound customer communications by phone and email.
• Monitor shared inboxes, triage requests, and ensure timely responses and follow-up.
• Answer and direct incoming calls using Zoom phone system and route inquiries to the appropriate internal departments, including Sales, Technical Support, Accounting, Operations, Shipping, or other teams.
• Provide customer support related to standard pricing, product availability, lead times, order status, shipment tracking, and general order questions.
• Process order updates, including order changes, cancellations, address updates, and other modifications.
• Clearly communicate order impacts, changes, and updates to customers and internal teams.
• Perform data entry across customer platforms and internal systems while ensuring accuracy and completeness of customer, order, and shipment information.
• Initiate and process RMAs, warranty orders, replacements, and related documentation in accordance with established procedures.
• Partner cross-functionally with Sales, Operations, Shipping, Finance, Quality, Marketing, Product Management, and Technical Support to research and resolve customer issues.
• Maintain clear and organized records of customer interactions, order activity, and follow-up items.
• Support reporting, audit readiness, and continuity of customer service through accurate documentation.
• Contribute to a positive and professional customer experience through responsiveness, attention to detail, and effective problem-solving.

Requirements

Education - High school diploma or equivalent required.

Experience - 3-5 years of experience in customer service, sales support, order administration, or an administrative support role.

Certifications - No certification or recertification required.

Technical Skills

• Experience with ERP/order entry systems; Dynamics experience preferred.
• Strong data entry accuracy and speed.
• Freshdesk experience preferred.
• Proficiency with Microsoft Office, including Excel, Outlook, and Teams.
• Experience using Zoom or similar phone/video platforms.
• Ability to learn and navigate multiple customer portals, platforms, and internal systems.

Interpersonal Skills

• Strong customer-focused communication skills, both written and verbal.
• Professional phone presence.
• Excellent attention to detail and follow-through.
• Strong time management and prioritization skills.
• Ability to work effectively in a high-volume, fast-paced environment.
• Strong problem-solving skills and sound judgment.
• Ability to recognize when issues need to be escalated.
• Strong collaboration and teamwork across departments.
• Adaptability to changing priorities and business needs.

Benefits PEAK's benefit offerings available for our associates include medical, dental, vision, Flexible Spending Account (FSA), Dependent Care Savings Account (DCA), and 401K plan. PEAK believes that taking care of our team is essential for success and we are proud to provide benefits that enhance both your well-being and your future. Additionally, our associates may be eligible for Paid Sick Leave as required by Federal, State, or local laws.

Equal Opportunity Employer (EEO) PEAK Technical Staffing is committed to creating a diverse and inclusive environment and is proud to be an Equal Opportunity Employer. PEAK does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status, or any other characteristic protected by applicable law. All employment decisions are made based on qualifications, merit, and business need. We encourage all individuals to apply.

Americans Disabilities Act (ADA) The physical and mental requirements described in this job description are representative of those that must be met by an employee to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. Must be able to perform the essential physical functions of the position, including sitting, standing, walking, stooping, kneeling, and lifting up to 25 pounds, with or without reasonable accommodation.

PEAK Technical Staffing USA