Customer Service Representative

The Customer Service Representative (CSR) is responsible for functioning as the primary point of contact for the customer and/or Sales.  The CSR will coordinate as needed with other departments to ensure customers are receiving answers and product they have ordered.  CSR duties will include, but may not be limited to: 

• Project positive & professional image to the customer at all times
• Process customer orders, returns, and exchanges accurately in the system.
• Provide detailed product information, care instructions, and troubleshooting guidance.
• Collaborate with the sales and logistics teams to track shipments and resolve delivery issues.
• Maintain a professional and positive relationship with retail partners and distributors.
• Handle complaints with patience and problem-solving skills, escalating when necessary.
• Maintain accurate records of customer interactions, transactions, and feedback.
• Assist with administrative tasks such as invoicing, inventory checks, and sales reporting.
• Identify opportunities to improve customer experience and provide input to management.
• Respond to phone calls and e-mails in a timely fashion
• Check inventory, price, lead time, status of delivery, product knowledge
• Process customer orders and changes to existing orders
• Audit sales orders entered by another CSR, confirm price, packaging, color
• Update Customer Portals
• Coordinate and Maintain Customer Shipping Schedules
• Coordinate information with Scheduling and Load Planning areas and communicate customer priorities
• Review Open Order reports for each customer / proactively provide order status updates
• Assist in Customer Maintenance
• Process sample requests
• Potential occasional travel to visit customers and/or trade shows 

• Bachelor’s degree preferred
• Must have thorough Understanding of Retail/Big Box Account Management
• Computer skills:  Microsoft Office: Outlook, Word, Excel; CMS
• Excellent Communication skills
• Excellent Organizational skills with the ability to Prioritize Multiple Tasks
• Must be Dependable with proven track record