Customer Service Representative

Schedule: Monday to Friday, 9:30 AM to 6:00 PM
Base Pay: $23.00/hour

Key Responsibilities & Performance Goals

1. Order Review and Verification

   • Receive and review customer orders for accuracy, completeness, and compliance with company policies.
   • Verify product availability and pricing information before processing orders.
   • Collaborate with the sales team to address any discrepancies or issues in customer orders.
   • Work with various plant sites to align product needs.

2. Communication and Customer Support

   • Provide exceptional customer service by responding promptly to inquiries related to order status, shipping, and product information.
   • Address customer concerns, resolve issues, and maintain a positive and professional demeanor in all interactions.
   • Act as a single point of contact for Sales (including Inside Sales and Independent Sales Reps) to inform them about any delays, changes, or issues related to customer orders.
   • Be available via phone, email, and Teams throughout the entirety of the shift.

3. Data Management

   • Maintain accurate and up-to-date records of customer orders, shipping schedules, and communications.
   • Utilize the company's CRM system to track customer interactions and update order details.

4. Return Material Authorization (RMA)

   • Support customers with returned products and warranty claims.
   • Coordinate with the relevant teams to manage return and warranty processing.

5. Process Improvement

   • Identify opportunities for process optimization and contribute ideas to enhance the efficiency of order processing and shipping operations.
   • Collaborate with cross-functional teams to implement improvements that positively impact customer satisfaction and operational effectiveness.

6. Other Duties

   • Perform any other duties as assigned.

Qualifications and Skills

• High school diploma or equivalent (bachelor’s degree preferred).
• Proven experience in customer service, order processing, or related roles.
• Familiarity with warehouse building products is a plus.
• Excellent communication skills, both verbal and written.
• Strong organizational skills and attention to detail.
• Proficient in using CRM systems and Microsoft Office Suite (Word, Excel, Outlook).
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Problem-solving skills and the ability to adapt to changing situations.
• Positive attitude and a customer-focused mindset.

Work Environment

• Office-based role, collaborating with colleagues from various departments, including sales, production, purchasing, warehouse, and logistics.
• The role may involve occasional communication with customers, suppliers, and shipping carriers.

Why Join Us?
By becoming a part of our team as a Customer Service Representative, you will play a key role in ensuring the seamless flow of products within the rail industry, contributing to both customer satisfaction and operational efficiency. If you are detail-oriented, customer-focused, and thrive in a dynamic environment, we encourage you to apply and become an integral member of our team.