Customer Service Representative

Job Summary

The Customer Service Representative serves as a key point of contact for customers, sales, warehouse, and accounting teams. This role is responsible for order processing, customer communication, and coordination with internal departments to ensure accurate, timely, and efficient fulfillment of customer orders while maintaining a high level of service.

Essential Functions

• Answer incoming phone calls promptly and professionally.
• Greet and assist customers and visitors who come into the office.
• Respond to customer inquiries received via email in a timely and accurate manner.
• Provide support to the warehouse team by addressing questions and order-related inquiries.
• Enter customer purchase orders received via email into the system accurately.
• Monitor and track entered orders and follow up with customers by email regarding order status and tracking information.
• Assist team members with order entry as needed.
• Release (wave) orders to the warehouse team for processing throughout the day.
• Maintain and release EDI orders for warehouse processing on a continual basis.
• Communicate retail order requirements to the warehouse team to ensure proper handling and compliance with specific protocols.
• Review orders for accuracy, including special instructions or comments from customers and sales representatives.
• Notify the accounting department when customers are on payment hold to ensure timely payment processing.
• Invoice all customer pick-ups, including Bills of Lading (BOLs) and Warehouse (WC) packing slips.
• Ensure all credit card orders are invoiced within five (5) days to prevent expiration of payment authorizations.
• Scan and file BOLs and WC packing slips into the system accurately and timely.
• Serve as the primary contact responsible for entering employee orders.
• Prepare and ship color cards upon request from sales representatives.
• Create shipping labels as needed to support order fulfillment.
• Additional duties may be assigned as necessary to meet business and operational needs.

Work Environment

The work environment is primarily office-based with regular interaction with warehouse operations. The employee may be exposed to moderate noise levels typical of an office and warehouse setting. This is a fast-paced environment that requires frequent communication and collaboration with cross-functional teams, including warehouse, sales, and accounting. Standard business hours apply, with occasional extended hours or weekend work may be required during peak seasons or special operational needs.

Qualifications

• High school diploma or equivalent required; additional education is a plus.
• Previous experience in customer service, order entry, or administrative support preferred.
• Strong attention to detail and organizational skills.
• Ability to manage multiple tasks in a fast-paced environment.
• Effective written and verbal communication skills.
• Proficient in basic computer systems, email, and order management software.
• Ability to work collaboratively with cross-functional teams, including warehouse, sales, and accounting.

Physical Requirements

This position requires the ability to sit for extended periods while working at a computer and using office equipment such as phones and scanners. The employee must be able to stand, walk, and move throughout the office and warehouse areas as needed. Occasional lifting, carrying, or handling of materials up to approximately 20 pounds may be required, including shipping supplies or product samples. The role also requires sufficient manual dexterity, visual acuity, and auditory ability to perform essential job functions accurately and efficiently.