Customer Service Representative

Position Overview:

The Customer Service Representative is responsible for providing exceptional service and support to customers in a business-to-business environment. This position serves as a primary point of contact for customer inquiries, order processing, product information, pricing requests, and issue resolution while supporting customer satisfaction and company growth.

The Customer Service Representative works closely with customers, sales teams, operations personnel, and other internal departments to ensure orders are processed accurately, customer concerns are resolved promptly, and service expectations are consistently met. This position requires strong communication, organization, problem-solving, and customer service skills, along with the ability to manage multiple priorities in a fast-paced environment.

Key Responsibilities:

• Respond to customer inquiries regarding products, pricing, inventory availability, order status, delivery schedules, and company services.

• Process customer orders, quotes, returns, and related transactions accurately and in a timely manner.

• Research and resolve customer concerns, order discrepancies, service issues, and product-related questions while providing timely follow-up.

• Maintain accurate customer records, order documentation, and history of communication within company systems.

• Coordinate with sales, purchasing, warehouse, and operations teams to ensure timely order fulfillment and customer satisfaction.

• Communicate order confirmations, updates, delays, backorders, and other service-related information to customers.

• Develop product knowledge and stay informed on company products, services, policies, and industry trends.

• Support sales growth by identifying customer needs, recommending products, and assisting with up-selling opportunities when appropriate.

• Gather and communicate customer feedback, service concerns, and product suggestions to management and other departments.

• Support departmental projects, training initiatives, and other customer service responsibilities as assigned.