Customer Service Representative

A Customer Service Representative (CSR) is responsible for providing exceptional support to both external customers and internal sales teams by managing inquiries, processing service tickets, and maintaining accurate customer information across multiple systems. This role communicates regularly via phone, email, text, and chat to address order‑related questions, research issues, verify inventory or order status, and coordinate with internal departments to ensure smooth order fulfillment. The representative also maintains detailed records in the appropriate systems, supports sales representatives with customer updates, and ensures a positive customer experience through timely, accurate, and professional service.Key Responsibilities Include:Monitor incoming service tickets; retrieve and process tickets related to customer orders, order status inquiries, inventory questions, and general support needs.Interact professionally with both internal and external customers, including end customers and sales representatives, via email, phone, text, and chat to address inquiries and provide timely updates.Utilize a variety of software platforms and internal systems to review, research, and respond to customer orders, requests, and operational questions.Investigate customer issues by accessing appropriate systems, reviewing order details, and coordinating with relevant departments or team members to resolve questions efficiently.Check sales order status, product availability, and inventory levels as needed to provide accurate information to customers and sales reps.Collaborate closely with the warehouse manager to confirm shipping status, resolve logistics questions, and ensure smooth order fulfillment.Accurately enter, update, and maintain sales transactions, customer information, and relevant documentation across internal systems and CRM platforms.Communicate proactively with sales reps regarding customer needs, order changes, follow‑ups, or issues requiring their attention.Answer incoming phone calls within 3 rings to assist customers and internal stakeholders with order questions, account needs, or coordination with sales.Maintain a high level of accuracy, organization, and attention to detail in all customer interactions, documentation, and system updates.Support a positive customer experience by resolving issues professionally and coordinating with internal teams to ensure smooth order processing and customer satisfaction.Participate in project work and/or perform other duties as assignedQualifications:3+ years relevant work experienceProficiency in Microsoft Office Suite and NetSuite preferredAbility to learn and work in multiple systems and software applicationsEffective communication skillsStrong customer service and active listening skillsAbility to work collaboratively with internal teams as well as independentlyStrong organizational skills, time management skills, and attention to detailAbility to think critically and find mutually beneficial solutionsComfortable managing and prioritizing multiple tasks in a fast-paced environmentBilingual a plusEnvironment:This role is performed in an office setting, working at a computer and engaging frequently with customers and internal teams. The environment is fast‑paced, collaborative, and detail‑oriented, requiring regular communication and coordination across departments.Physical Requirements:Ability to sit at a desk and work on a computer for extended periods.Regular use of a computer, keyboard, mouse, and telephone.Occasional walking within the office to coordinate with team members.Ability to lift or move up to 10–15 pounds occasionally (documents, office supplies, etc.).Compensation & Benefits:Annual Salary: $55K-$75K depending upon qualificationsPaid VacationLong-Term DisabilityPlatinum Health Insurance, Vision & DentalRetirement Account with Company Match