Job Description

Customer Service Representative (Intermediate Level)

Job Summary:

This role is responsible for delivering a high-quality customer experience by serving as the primary point of contact for client inquiries, order management, and issue resolution. The position requires strong critical thinking, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.

Key Responsibilities:

• Serve as the primary point of contact for customer inquiries, ensuring professional and timely communication
• Manage customer orders, including order entry, updates, tracking, and issue resolution
• Research and resolve discrepancies related to orders, shipping, inventory, and backorders
• Coordinate with internal teams to ensure accurate and timely fulfillment of customer requests
• Maintain detailed and accurate documentation within internal systems
• Proactively identify potential issues and take steps to prevent service disruptions
• Provide regular updates to customers regarding order status and resolutions
• Process returns, credits, and exchanges in accordance with established policies
• Prioritize and triage incoming requests to ensure timely resolution of complex issues

Qualifications:

• High school diploma required; additional education preferred
• 1–2+ years of customer service, order management, or related experience
• Strong communication and interpersonal skills
• Excellent organizational skills with the ability to multitask and prioritize
• Proficiency in Microsoft Office and ability to learn new systems quickly (ERP/CRM experience preferred)
• Strong problem-solving skills and attention to detail
• Ability to work both independently and collaboratively within a team environment

Work Schedule & Environment:

• Initial training is required onsite with strict attendance expectations
• Work schedules may vary after training, including shifts between early morning and evening hours
• Remote work flexibility may be available based on performance and business needs

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