Customer Service Representative

About the Role

We are looking for an experienced Customer Service Representative with a strong background in manufacturing or distribution to join our team.

You will be responsible for providing professional, responsive support to customers across phone, email and chat. This includes answering general enquiries, managing escalated issues, providing accurate lead-time and delivery information, and working closely with internal teams and vendors to ensure customer needs are met.

The ideal candidate is highly organized, detail-oriented and confident working in a fast-paced environment where prioritizing and managing multiple tasks is essential.

Key Responsibilities

• Answer incoming calls promptly and professionally, with a goal of answering 100% of calls within three rings.

• Respond to customer emails within approximately 2 hours during business hours.

• Respond to live chat enquiries within 1–2 minutes.

• Monitor voicemail and return calls within 1–2 hours during business hours.

• Handle customer questions, concerns and escalated issues professionally and efficiently.

• Provide customers with accurate information regarding products, availability, lead times and deliveries.

• Recommend suitable alternative products based on cost, availability and specifications when the requested product is unavailable.

• Work closely with Order Entry, Accounting, Purchasing, Sales and Operations to resolve customer enquiries and issues.

• Communicate with vendors and Purchasing to obtain accurate shipment dates and expected delivery information.

• Monitor scheduled shipments and proactively follow up or expedite orders where required.

• Contact carriers to reroute, stop or expedite freight when necessary.

• Follow up with customers after sales to ensure ongoing satisfaction and address any concerns or complaints.

• Follow up on customer enquiries within 1–2 hours and work towards resolving issues within 24 hours of the initial enquiry.

• Identify repeat replacement requests and escalate cases involving a second replacement of the same item to the Quality team.

• Maintain accurate and detailed customer information and records.

• Manage time effectively and consistently meet individual performance expectations.

• Work collaboratively with colleagues across the organisation.

• Complete other customer service or administrative duties as required by business needs.

What We're Looking For

Required:

• High School Diploma or GED.

• 2+ years of customer service experience.

• Excellent verbal and written communication skills.

• Strong customer service and relationship-building skills.

• Excellent attention to detail and accuracy.

• Ability to prioritize and manage multiple tasks effectively.

• Comfortable working in a fast-paced environment.

• Strong problem-solving skills and a proactive approach to customer issues.

• Ability to communicate effectively with individuals at all levels of an organization.

• Ability to work independently while also contributing effectively within a team.

  Equipment requirements NB: 

• Computer
• 2 monitors
• HDMI cables
• Mouse 
• Keyboard
• Headset to take calls

 

Preferred:

• Experience working within a manufacturing or distribution environment.

• Experience using ERP systems.

• Previous experience in a customer-facing role involving order management, logistics or product support.

Work Environment

This is a fully remote customer service position. The role requires regular use of computers, phones and standard office equipment.

You will need to be comfortable spending extended periods working at a computer and communicating with customers and colleagues by phone, email and chat.

Schedule

• Full-time

• Monday–Friday

• 7:00 AM–3:30 PM Central Time

• Travel is not normally required, although occasional travel may be requested based on business needs.

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