Customer Service Representative

Description

Position Summary:

We are seeking a proactive and customer-oriented Customer Service Representative (CSR) to join our team. This role involves managing the full customer order process—from order entry through shipping and follow-up—while also identifying opportunities to upsell products and services that align with customer needs. As the primary point of contact for customer orders and shipment coordination, you’ll play a key role in ensuring an exceptional customer experience and driving additional value for the business.

Key Responsibilities

• Accurately enter customer orders into the system, verifying pricing, quantities, and delivery instructions.
• Communicate with customers via phone and email to confirm orders, provide shipment updates, and resolve inquiries or concerns.
• Coordinate with the shipping team to ensure timely and accurate order fulfillment.
• Monitor open orders and proactively follow up on pending shipments or delays.
• Work with customers to modify orders, handle returns, or address delivery issues.
• Provide support and product knowledge to customers to ensure their satisfaction and success.
• Identify upsell opportunities during customer interactions and suggest complementary products or services based on order history or stated needs.
• Collaborate with the sales team to follow up on leads and assist in expanding customer relationships.
• Maintain detailed and accurate records of all customer communications and transactions.
• Assist in developing and maintaining customer service best practices to improve efficiency and satisfaction.
  
  

Requirements

Qualifications:

• High school diploma or GED required; associate degree or higher preferred.
• 1–3 years of customer service or inside sales experience; experience in order entry or logistics preferred.
• Previous experience with upselling or cross-selling is a plus.
• Strong computer skills, including order entry systems and Microsoft Office (Excel, Outlook, Word).
• Excellent communication, problem-solving, and interpersonal skills.
• Detail-oriented with strong organizational and multitasking abilities.
• Ability to remain calm and professional in high-pressure situations.
• A proactive, customer-first mindset with an enthusiasm for building relationships and supporting business growth.