Customer Service Representative

Customer Account Coordinator / Customer Service Representative

Pay: $24.00 - $30 per hour DOE

Schedule: Full-Time

Position Overview

We are seeking a detail-oriented and customer-focused professional to join our team as a Customer Account Coordinator / Customer Service Representative. In this role, you will serve as a key liaison between customers and internal departments, ensuring orders are processed accurately, deliveries are communicated effectively, and customer needs are met with exceptional service.

The ideal candidate thrives in a fast-paced environment, enjoys problem-solving, and can successfully manage multiple priorities while maintaining strong customer relationships.

Responsibilities

• Serve as the primary point of contact for customers regarding orders, deliveries, product availability, and account-related inquiries.
• Answer customer calls, emails, and other communications in a professional and timely manner.
• Enter, process, verify, and confirm customer purchase orders with a high degree of accuracy.
• Maintain and update customer profiles, pricing agreements, and account information within the ERP/MRP system.
• Monitor open orders and proactively communicate order status, lead times, shipping schedules, backorders, and delivery updates.
• Collaborate with Sales, Planning, Purchasing, Production, Warehouse, Logistics, and Accounting teams to ensure customer requirements are met.
• Monitor and process electronic orders (EDI) and customer web-based ordering systems.
• Expedite orders and coordinate with internal teams to resolve delivery challenges and fulfillment issues.
• Prepare and provide product quotations and pricing information to customers.
• Investigate and resolve customer concerns, including shipment delays, damaged goods, billing discrepancies, and service-related issues.
• Process and track RMAs, credit memos, and debit memos.
• Establish and maintain new customer accounts and ensure all documentation is accurate and up to date.
• Develop a strong understanding of company products to assist customers with inquiries and product recommendations.
• Perform additional duties as assigned and provide team coverage when needed.

Qualifications

• Minimum 1 year of customer service, customer account management, order management, or related experience.
• Experience in a manufacturing, distribution, supply chain, or industrial environment preferred.
• Experience with order entry, order processing, and customer account support.
• Proficiency with ERP/MRP systems and Microsoft Office, including Excel.
• Strong attention to detail and organizational skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving skills with the ability to professionally resolve customer issues.
• Ability to work independently and collaboratively with cross-functional teams.
• Experience with EDI transactions, RMAs, inventory management, or forecasting is a plus.
• Bilingual Spanish is a plus.

What We're Looking For

A dependable, customer-focused professional who takes ownership of their work, communicates effectively, and enjoys working with both customers and internal teams to deliver outstanding service and support. If you are organized, proactive, and thrive in a collaborative environment, we'd love to hear from you.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, Los Angeles County Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.