Customer Service Rep

 

About Justrite Safety Group

At Justrite Safety Group, we're more than just a collection of industrial safety companies; we're a dynamic organization dedicated to protecting people, property, and the planet. Our ever-growing portfolio of companies collaborates to deliver advanced industrial safety solutions that set the standard for excellence.

As our business continues to grow, we continue to look for top talent to join our team as we lead the charge in revolutionizing industrial safety, ensuring that every worker returns home safe, every workplace remains secure, and our environment thrives for generations to come. With Justrite Safety Group, safety isn't just a priority—it's our passion.

The Contribution You’ll bring to this Role:

Justrite Safety Group is looking for a Customer Service Representative to help support our growing e-commerce business.  In this role, the representative would be working to deliver best-in-class, high quality, personalized customer service to Justrite Safety Group customers who are purchasing online. The ideal candidate would have the passion and excitement to help customers every day, no matter how simple or complex the problem. Primary responsibilities would be to engage with customers via chat, email, phone and help them with order and product specific questions.  This job is remote, with preference given to a local candidate. 

In this role, you will report directly to the Ecommerce Customer Service Lead, setting the stage for your career to soar! This role is your gateway to opportunities for advancement, with the potential to grow within the organization in 3-5 years as you make meaningful contributions to our organizational goals.

About the Team:

As a member of our Customer Service team, you’ll join a dedicated team committed to delivering exceptional service and support in the safety industry. Your role will involve guiding customer service operations to ensure high standards of responsiveness and problem resolution, while fostering a proactive approach to customer satisfaction. You'll have the opportunity to drive improvements, implement innovative solutions, and collaborate with top professionals across the company. This position allows you to make a significant impact on our customer relationships and uphold Justrite's reputation as a leader in safety and protection.

What You’ll Do at Justrite:

• Have excelled written and verbal communication skills. 

• Manage multiple inquiries at once, via phone/email/chat. 

• Provide all service tasks including accepting payments, answering customer questions and placing orders as needed. 

• Make judgement calls on how best to resolve customer problems to increase satisfaction quickly and efficiently. 

• Build sustainable relationships and trust with customers. 

• Work cross functionality with customer service, warehouse, planning, and purchasing departments to ensure we hit promised lead times. 

• Communicate with customers with order updates and assist in finding the best solution for delayed or backordered items. 

• Operate with understanding, patience, empathy, and kindness to customers and team members. 

• Have the technical ability learn and utilize salesforce CRM for chat and customer information. 

• Understand how to navigate ERP to pull reports, build quotes, and enter orders as needed. 

• Be comfortable working in the back end of Magento CMS, to assist in product updates, making order updates, or re-setting customer passwords. 

• Work with customer on returns and/or warranty issues. 

• Support the ecommerce marketing team in identifying and escalating customer pain points and/or poor user experience on website. 
• Have a willingness to learn and be open-minded to grow in an ever-changing digital landscape. 

Your Skills and Expertise:

To ensure your success from day one in this role, Justrite requires the following qualifications at a minimum:

• Excellent written and professional verbal communication skills. 

• Comfortable utilizing technology including but not limited to ERP, Salesforce CRM, and Magento CMS. 

• Fast typing skills and working knowledge of Microsoft Word and Excel. 

• 2 years in a customer service environment (preferably e-commerce), and/or working at a call center. 

Additional qualifications that could help you succeed even further in this role include:

• Have the ability to learn and understand complex product portfolio 
• Must have initiative and abi