Customer Service Representative

Job Summary:

The Customer Service Representative serves as the primary point of contact for customers by providing exceptional service throughout the order-to-delivery lifecycle. This role is responsible for processing customer orders, resolving inquiries, coordinating with cross-functional teams, and ensuring timely, accurate fulfillment while delivering a positive customer experience. The Customer Service Representative partners closely with Sales, Supply Chain, Logistics, Finance, Quality, and other internal stakeholders to resolve customer issues, support business objectives, and continuously improve customer satisfaction.

Duties & Responsibilities:

• Process and manage customer orders accurately through ERP and related business systems. 

• Review orders for completeness, pricing, product availability, shipping requirements, and regulatory compliance. 

• Serve as the primary point of contact for customer inquiries regarding orders, shipments, pricing, returns, and product availability. 

• Proactively communicate order status, backorders, shipment updates, and potential delays. 

• Investigate and resolve customer issues related to order discrepancies, shipping, invoicing, returns, and product concerns while ensuring timely follow-up. 

• Partner with Sales, Distribution, Planning, Manufacturing, Finance, and other internal departments to resolve customer requests efficiently. 

• Maintain accurate customer account information and documentation within company systems. 

• Support return authorizations, credits, replacements, and other post-sale customer activities in accordance with company policies. 

• Monitor customer orders and open issues to ensure timely resolution and a high level of customer satisfaction. 

• Identify process improvement opportunities that enhance customer experience, operational efficiency, and order accuracy.

• Maintain compliance with company policies, quality requirements, and applicable regulatory standards.