Customer Service Representative

Job Description

Job Description

We are looking for a Customer Service Representative to support a retail operation in Calabasas, California. This Long-term Contract position is ideal for someone who thrives in a fast-paced service environment and can manage orders, customer communication, and cross-functional coordination with accuracy and professionalism. The role plays an important part in ensuring timely order processing, issue resolution, and consistent support for both domestic and international customer needs.

Responsibilities:
• Manage incoming customer orders through electronic order systems, resolve processing exceptions, and assist with account or platform configuration when needed.
• Prepare billing for completed shipments, including applicable transportation charges, and verify invoice accuracy before release.
• Review order activity for minimum requirements, pricing discrepancies, and customer-specific conditions, then communicate directly with customers to address issues promptly.
• Serve as a central point of contact for customer inquiries and complaints by coordinating with shipping, production, and sales teams to drive resolution.
• Initiate and record credits for returned, damaged, or short-shipped items within the enterprise resource planning system.
• Assemble and track export documentation for international orders, including commercial paperwork and shipping instructions, while partnering with internal teams to secure required records.
• Maintain organized records, reports, and scheduling documents related to service performance, delivery status, and pricing details.
• Collaborate regularly with the sales organization to address product-related concerns, customer needs, and procedural updates.
• Document updated processes and service requirements for international accounts to support consistency and compliance.
• Provide backup coverage and day-to-day guidance for other customer service team members while contributing to departmental performance objectives.• At least 5 years of experience in customer service, order management, or a related support role.
• Background in call center or high-volume customer support environments with confidence handling inbound and outbound communication.
• Experience with order entry, invoicing, and resolving customer order issues with strong attention to detail.
• Ability to work across multiple departments to address service concerns, shipment questions, and account-related matters.
• Familiarity with enterprise resource planning platforms and electronic order processing systems.
• Strong written and verbal communication skills with the ability to manage customer concerns professionally.
• Experience supporting international shipment documentation or export-related processes is preferred.
• Organized approach to maintaining records, reports, and service documentation in a fast-paced setting.