About this role

Respond to customer inquiries, concerns, and complaints via phone, email, and other service channels
Provide accurate information regarding products, policies, procedures, order status, and inventory availability
Process customer orders, changes, and cancellations with attention to detail
Identify alternative or substitute products when requested items are unavailable
Track and meet service-level expectations, including responsiveness and follow‑up
Collaborate with Sales, Marketing, Quality, Manufacturing, and Operations to resolve customer’s order issues
Communicate special order requirements such as expedited shipping, delivery constraints, and unique customer needs to ensure accurate fulfillment
Support team and maintain accurate documentation within SAP and Salesforce
Provide research and problem‑solving to resolve customer inquiries, issues, and discrepancies in a timely and accurate manner

Associate degree or equivalent combination of education and experience
Minimum of 2–3 years of customer service experience in a business or call center environment
Ability to manage a high volume of inquiries across multiple channels
Microsoft Office: Excel and Word preferred
Salesforce experience preferred
SAP experience preferred

Customer Service Representative

Key skills