Customer Service Representative

About the job:

The Customer Service Representative will manage customer orders from entry through completion, respond to customer inquiries, coordinate shipments and returns, maintain accurate records, and support sales analysis and other customer service functions.

We’re looking for someone who:

• Has a high school diploma, general education degree, or equivalent
• Has 3–5 years of customer service experience
• Has excellent verbal and written communication skills (Spanish proficiency is a plus)
• Is comfortable working with computers and Microsoft Office
• Has experience with SAGE ERP or similar ERP systems (preferred)
• Demonstrates strong problem-solving and conflict-resolution skills
• Maintains a patient, professional, and empathetic approach in challenging situations
• Can effectively multitask and work in a fast-paced environment
• Understands the Order-to-Cash process
• Has strong business telephone etiquette
• Can understand and calculate material costs
• Is comfortable working with sales data and performing basic sales analysis

What you’ll do:

• Process customer sales orders accurately in the ERP system
• Track, release, and close blanket purchase orders
• Process customer returns as needed
• Respond promptly and professionally to customer inquiries through various communication channels
• Coordinate with internal teams regarding order status and communicate updates to customers
• Address and resolve customer concerns while maintaining a positive customer experience
• Maintain accurate records of customer interactions, transactions, comments, and issues
• Follow customer-specific requirements within company guidelines and policies
• Maintain current product knowledge and awareness of industry trends
• Provide product-specific feedback and identify opportunities to improve customer service processes
• Log customer issues and other relevant information in Excel
• Arrange shipments through common carriers such as UPS and FedEx
• Calculate material costs
• Prepare and provide sales analysis by customer, item, and time period
• Follow company initiatives, policies, and procedures
• Provide coverage for other Customer Service Representatives or related positions as needed