Customer Service Representative II

**This role is not open for submissions from outside staffing agencies** 

  Customer Service Representative (CSR) II

What Brought You Here:

• Pay range: $18-$21/hr. depending on experience
• Weekly Pay
• Quarterly Incentive Compensation Bonus Plan based on company performance
• Quarterly safety bonus opportunities
• Shift Days and Hours: 1st (M-F, 8:00am – 5:00pm)
• Benefits starting DAY ONE!

Who You Are:

The Customer Service Representative II (CSR II) is a mid-level customer service professional who supports the organization by telephone, email, and fax. This role is responsible for obtaining, analyzing, and verifying customer order information accurately and efficiently while maintaining a high standard of service and customer satisfaction. The CSR II proactively initiates corrective actions, collaborates cross-functionally, and assists in identifying potential sales opportunities. This position requires strong product knowledge, problem-solving skills, and the ability to manage complex customer interactions independently. 

 

What You Will Be Doing:

• Answer incoming customer service calls within established Key Performance Indicators (KPIs), including call response time, order turnaround, and accuracy standards.
• Receive, process, and verify the accuracy of customer orders using internal workflow/CRM systems and customer purchase orders.
• Initiate and manage responses to new orders, order changes, and customer requests, ensuring accurate order and customer information.
• Proofread and validate entered orders, ensuring correct codes, pricing, and specifications prior to final confirmation.
• Manage daily customer back orders and communicate status updates proactively.
• Ensure correct warranties are distributed as requested and adhere to accounts receivable (AR) processes and requirements.
• Handle or refer customer complaints related to product or service issues to the appropriate department for investigation and resolution.
• Conduct timely follow-up calls (within 2–3 hours) to customers with questions or concerns.
• Answer customer technical questions regarding products and services with confidence and accuracy.
• Maintain strong working relationships with internal teams and external customers to ensure seamless service delivery.
• Collaborate with scheduling, production, sales, project managers, and branch/regional locations to ensure customer expectations are met.
• Prepare price quotations using the price book and create custom quotations when required.
• Modify quote status once orders are placed to ensure visibility and consistency across the sales team.
• Identify and contribute to potential sales lead generation and targeted customer service initiatives.
• Participate in department meetings, continuous improvement initiatives, and ongoing product training.
• Provide backup support to team members as assigned by management.

 

What Skill Will You Bring:

• Associate’s degree preferred; equivalent combination of education and experience will be considered.
• 2–4 years of related customer service experience required; industry experience (e.g., manufacturing, glass, aluminum, or construction-related fields) preferredProven experience in a customer service role, preferably in a mid-level or complex order environment.
• Strong multitasking, organizational, and time-management skills with high attention to detail.
• Excellent written and verbal communication, interpersonal, and conflict-resolution skills.
• Ability to collect, analyze, and verify data accurately.
• Proficient in Microsoft Office Suite and experienced with CRM or ERP systems.
• Strong mathematical skills, including the ability to calculate discounts, percentages, proportions, commissions, and apply basic algebra and geometry concepts.
• Regular, predictable attendance and adherence to all safety policies and procedures.
• Must be able to use standard office equipment, including computers, phones, fax machines, and copiers.
• Must pass a background check and be authorized to work in the United States.

 

Why Trulite:

Trulite offers the most comprehensive benefit coverage in the industry. Including immediate access to all health, dental, vision and life insurance for you and your family. Our commitment to you as a member of our team also includes both Long Term and Short-Term Disabil