Customer Service Representative

Job description

### About the Role We are looking for an experienced **Customer Service Representative** with a strong background in **manufacturing or distribution** to join our team. You will be responsible for providing professional, responsive support to customers across phone, email and chat. This includes answering general enquiries, managing escalated issues, providing accurate lead-time and delivery information, and working closely with internal teams and vendors to ensure customer needs are met. The ideal candidate is highly organized, detail-oriented and confident working in a fast-paced environment where prioritizing and managing multiple tasks is essential. ### Key Responsibilities - Answer incoming calls promptly and professionally, with a goal of answering 100% of calls within three rings. - Respond to customer emails within approximately 2 hours during business hours. - Respond to live chat enquiries within 1–2 minutes. - Monitor voicemail and return calls within 1–2 hours during business hours. - Handle customer questions, concerns and escalated issues professionally and efficiently. - Provide customers with accurate information regarding products, availability, lead times and deliveries. - Recommend suitable alternative products based on cost, availability and specifications when the requested product is unavailable. - Work closely with **Order Entry, Accounting, Purchasing, Sales and Operations** to resolve customer enquiries and issues. - Communicate with vendors and Purchasing to obtain accurate shipment dates and expected delivery information. - Monitor scheduled shipments and proactively follow up or expedite orders where required. - Contact carriers to reroute, stop or expedite freight when necessary. - Follow up with customers after sales to ensure ongoing satisfaction and address any concerns or complaints. - Follow up on customer enquiries within 1–2 hours and work towards resolving issues within 24 hours of the initial enquiry. - Identify repeat replacement requests and escalate cases involving a second replacement of the same item to the Quality team. - Maintain accurate and detailed customer information and records. - Manage time effectively and consistently meet individual performance expectations. - Work collaboratively with colleagues across the organisation. - Complete other customer service or administrative duties as required by business needs. ### What We're Looking For **Required:** - High School Diploma or GED. - 2+ years of customer service experience. - Excellent verbal and written communication skills. - Strong customer service and relationship-building skills. - Excellent attention to detail and accuracy. - Ability to prioritize and manage multiple tasks effectively. - Comfortable working in a fast-paced environment. - Strong problem-solving skills and a proactive approach to customer issues. - Ability to communicate effectively with individuals at all levels of an organization. - Ability to work independently while also contributing effectively within a team. **Equipment requirements NB:** - Computer - 2 monitors - HDMI cables - Mouse - Keyboard - Headset to take calls **Preferred:** - Experience working within a **manufacturing or distribution environment**. - Experience using **ERP systems**. - Previous experience in a customer-facing role involving order management, logistics or product support. ### Work Environment This is a **fully remote customer service position**. The role requires regular use of computers, phones and standard office equipment. You will need to be comfortable spending extended periods working at a computer and communicating with customers and colleagues by phone, email and chat. ### Schedule - **Full-time** - **Monday–Friday** - **7:00 AM–3:30 PM Central Time** - Travel is not normally required, although occasional travel may be requested based on business needs.