Customer Service Representative

Description

GENERAL JOB DESCRIPTION 

The Customer Service Representative plays a key role in managing customer requests, entering and maintaining accurate order data, and supporting internal teams throughout the order lifecycle. This position requires strong data entry accuracy, excellent communication skills, and the ability to coordinate with purchasing, production, art, and logistics, to ensure a premier customer experience. The ideal candidate is detail-oriented, organized, and comfortable working in a fast-paced, deadline-driven environment. 

PRIMARY DUTIES AND RESPONSIBILITIES 

Data Entry & Order Processing

• Enter, update, and maintain accurate customer information, order details, and communication records in the CRM and ERP system.
• Process sales orders, purchase orders, and customer quotes with a high level of accuracy.
• Type and prepare detailed order documentation, confirmations, and updates.
• Ensure timely and precise entry of pricing, product specs, and customization details.

Customer Support & Communication

• Serve as a secondary point of contact for customer inquiries via phone, email, and chat.
• Provide professional, prompt, and clear communication regarding order status.
• Collect and verify required order information from customers.
• Follow up with customers to ensure satisfaction and address any issues.

Administrative & Support Responsibilities

• Document all customer interactions, changes, and updates.
• Provide backup support for other Customer Service Representatives as needed.
• Participate in special projects, including process documentation and workflow improvements.

SECONDARY DUTIES AND RESPONSIBILITIES  

• Front Desk Coverage: Assist in covering the Front Desk during lunches, PTO, or when needed. This includes answering customer inquiries via phone and email, and customers who come to the front door.

Requirements

KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES 

• Strong data entry accuracy and attention to detail.
• High proficiency with CRM systems and Microsoft Office Suite (Word, Excel, PowerPoint).
• Excellent written and verbal communication skills.
• Strong organizational and time-management abilities; able to prioritize multiple tasks.
• Ability to work effectively in a fast-paced, deadline-driven team environment.
• Sound judgment, critical thinking, and problem-solving skills.
• Customer-first mindset with the ability to build consultative relationships.
• Adaptable, proactive, and able to manage shifting priorities.

Education

• Associate degree preferred, or a combination of relevant education and experience.

Experience

• 2–3 years of customer service, administrative support, or data entry experience.
• Promotional product industry experience a bonus but not required.
• Advanced Excel knowledge preferred.