Showroom Customer Service Representative

Position PurposeThe Order Entry Representative is responsible for end-to-end ownership of customer orders and related inquiries. This role is expected to function with a one-stop-shop mentality by proactively identifying issues, communicating clearly with customers, and working problems through resolution rather than deferring or transferring responsibility unnecessarily. Core AccountabilitiesOrder Accuracy & ProcessingEnter customer orders accurately, completely, and in accordance with established procedures.Validate pricing, product selection, shipping details, and required dates prior to order release.Identify discrepancies or potential issues and take corrective action before processing.Maintain accountability for order accuracy from entry through completion. Customer Ownership & ServiceServe as the primary point of contact for assigned orders and related customer inquiries.Respond to Zendesk tickets within 4 business hours and manage inquiries through resolution.Communicate proactively with customers regarding order status, backorders, changes, or required clarifications.Demonstrate critical thinking and problem-solving skills to resolve issues without unnecessary escalation.Customer InteractionMake or receive customer phone calls when necessary to clarify order details or resolve issues.This role does not include inbound phone queue responsibilities.Problem Solving & ProactivityAnticipate potential order or customer issues and take preventative action.Take ownership of problems and follow through until resolution is confirmed.Escalate issues appropriately when resolution requires additional support, while retaining ownership.Collaboration & StandardsFollow all Minka policies, procedures, and service standards.Collaborate with Customer Service, Sales Administration, and other internal teams to resolve issues.Support inbound sales opportunities when appropriate.Performance ExpectationsConsistently meet order accuracy, productivity, and service level expectations.Maintain clear, professional written and verbal communication.Demonstrate reliability, accountability, and attention to detail.Exhibit customer-focused judgment and critical thinking in daily decision-making. QualificationsEntry-level role; prior order entry or customer service experience preferred.Strong written communication skills.Ability to manage multiple priorities in a deadline-driven environment.High level of accuracy and attention to detail.Proficiency with Microsoft Office 365 (Outlook, Teams).Experience with Zendesk or similar ticketing systems preferred. Scope of ResponsibilityThe responsibilities outlined in this document represent the core expectations of the Order Entry Representative role. Additional related duties may be assigned as business needs evolve, provided they are consistent with the nature and level of this position.