CUSTOMER SERVICE

Job Title: Customer Service Representative

Job Type: (Remote)

Job Summary

The Customer Service Representative — Sales & Order Support is responsible for supporting customers throughout the sales and order process, from product inquiries and order placement through fulfillment and post-sale support. This position processes customer orders accurately, provides product and pricing information, coordinates with internal departments, resolves order-related issues, and ensures a positive customer experience.

Key Responsibilities

• Respond to customer inquiries regarding products, services, pricing, availability, promotions, and order status.

• Assist customers with product selection based on their needs, preferences, and requirements.

• Process new customer orders accurately through phone, email, online platforms, CRM systems, or order management systems.

• Verify customer information, product details, quantities, pricing, shipping information, discounts, and payment terms.

• Review orders for accuracy and completeness before submitting them for fulfillment.

• Enter and maintain accurate customer and order information in CRM and order management systems.

• Provide customers with order confirmations, invoices, shipping information, and other required documentation.

• Monitor order status from placement through fulfillment and delivery.

• Coordinate with Sales, Warehouse, Logistics, Shipping, Billing, and Operations teams to ensure timely order fulfillment.

• Track backorders, delayed shipments, product availability, cancellations, returns, and exchanges.

• Resolve order discrepancies involving pricing, quantities, products, shipping, billing, or delivery.

• Process approved order changes, cancellations, returns, credits, refunds, and replacements.

• Follow up with customers regarding pending orders, backorders, delayed shipments, or other open issues.

• Provide accurate product and service information while identifying opportunities for upselling and cross-selling.

• Support sales representatives with quotes, order entry, customer documentation, and order follow-up.

• Maintain accurate customer records, sales information, order history, and communication records.

• Respond promptly to customer questions and provide regular updates on order progress.

• Escalate complex pricing, inventory, fulfillment, billing, or customer issues to the appropriate department or supervisor.

• Monitor open orders and proactively identify issues that could affect customer satisfaction or delivery timelines.

• Maintain knowledge of products, services, pricing structures, promotions, sales policies, and order procedures.

• Ensure all customer and order information is handled securely and confidentially.

• Meet established customer service, order accuracy, response-time, productivity, and service-level targets.

• Identify recurring order issues and recommend improvements to sales and order-processing procedures.

• Participate in training, quality assurance, customer service reviews, and process improvement initiatives.

Qualifications

• High school diploma or equivalent required.

• Associate or bachelor's degree in Business Administration, Sales, Marketing, or a related field preferred.

• 1–3 years of experience in customer service, sales support, order processing, inside sales, or a related role.

• Strong customer service and communication skills.

• Excellent attention to detail and data-entry accuracy.

• Experience processing customer orders and maintaining customer records.

• Strong organizational and time-management skills.

• Ability to manage multiple orders, customers, and priorities simultaneously.

• Basic proficiency with Microsoft Office, particularly Excel and Outlook.

• Experience with CRM, ERP, or order management systems preferred.

Preferred Qualifications

• Experience with Salesforce, Microsoft Dynamics, SAP, Oracle, NetSuite, or similar systems.

• Experience in sales administration, order management, or customer account support.

• Knowledge of inventory, shipping, fulfillment, and billing processes.

• Experience preparing quotes, sales orders, invoices, or customer documentation.

• Experience with e-commerce or online order management systems.

• Experience handling returns, exchanges, refunds, and product replacements.

• Experience with upselling and cross-selling.

• Bilingual or multilingual communication skills where required.

Key Skills

• Sales & Order Support

• Customer Service

• Order Processing

• Order Management

• Sales Support

• Customer Account Management

• Product Knowledge

• Pricing & Quotation Support

• Order Entry

• Order Tracking

• Inventory Coordination

• Shipping & Delivery Support

• Returns & Exchanges

• Refund & Credit Processing

• Upselling & Cross-Selling

• CRM / ERP Systems

• Data Entry & Validation

• Problem Solving

• Complaint Resolution

• Cross-Functional Coordination

Core Competencies

• Customer Focus: Ability to provide responsive, professional support throughout the customer purchasing and order experience.

• Order Accuracy: Ability to accurately process orders, pricing, quantities, customer information, and delivery requirements.

• Sales Support: Ability to identify customer needs and support sales opportunities through product recommendations, upselling, and cross-selling.

• Problem Solving: Ability to investigate and resolve order, fulfillment, shipping, and billing issues.

• Communication: Ability to clearly communicate order information, product details, timelines, and resolutions to customers.

• Organization: Ability to manage multiple orders, customer requests, follow-ups, and deadlines.

• Attention to Detail: Ability to identify errors or discrepancies before they affect order fulfillment or customer satisfaction.

• Cross-Functional Collaboration: Ability to coordinate effectively with Sales, Operations, Warehouse, Logistics, Billing, and other internal teams.

• Customer Relationship Management: Ability to maintain accurate customer records and build positive, long-term customer relationships.