Customer Service Representative

General Summary

This position is responsible for processing customer sales orders and online orders from a variety of sources, delivering information and resolving issues in an accurate and timely manner, while supporting good relationships with both internal and external customers.

Primary Responsibilities· 

• Utilize the ERP system proficiently for order entry, inventory review, shipment processing, and invoicing.
• Develop an in-depth understanding of the products offered, particularly in the context of online sales.
• Serve as an in-house liaison with the Amazon system for managing orders, pricing, confirmations, and case resolution.
• Interact with various web order interfaces to retrieve and process online orders efficiently.
• Adhere to established procedures for logging information related to online transactions.
• Provide comprehensive phone support to customers with an emphasis on online order assistance.
• Escalate issues promptly when required, ensuring efficient resolution.
• Collaborate with Production and Logistics teams to address online order fulfillment challenges.
• Perform other duties as assigned, including those related to online customer support and order processing.
• Provide support for shipping area which may include packing orders, building kits and the preparation of parts for shipping and use in kits.

Education and Experience required:· 

• High School Diploma required.
• Three years of customer service experience with a focus on online platforms.

Key competencies:

• Effective communication skills, both verbal and written, with a focus on online communication channels.
• Strong attention to detail and a high level of accuracy, especially in online order processing.
• Superior phone etiquette with the ability to deal effectively with internal and external customers, peers, and management in an online context.
• Excellent data entry skills for quick and accurate input of online transaction information.
• Intermediate Microsoft Office skills, with a particular emphasis on tools relevant to online order processing.
• Experience with Electronic Data Interchange (EDI) is preferred in the context of online transaction