Customer Service Representative

Position Summary

The Customer Service Representative serves as a trusted partner to our customers by delivering exceptional service and ensuring accurate, timely order fulfillment. This role is responsible for managing customer orders, coordinating logistics, resolving inquiries, and maintaining strong relationships with customers, suppliers, and internal teams. Success in this position requires excellent communication skills, strong attention to detail, and the ability to thrive in a fast-paced distribution environment while providing an outstanding customer experience.

Essential Duties and Responsibilities

Customer Service & Relationship Management

• Deliver exceptional customer service through professional, responsive, and solution-oriented communication.
• Build and maintain strong relationships with customers, suppliers, and internal partners through consistent, proactive engagement.
• Respond to customer inquiries, concerns, and requests in a timely manner while providing effective, company-approved solutions.
• Follow up with customers to ensure complete resolution and satisfaction.
• Provide empathetic, customer-focused support while balancing business objectives.

Order Management & Logistics Coordination

• Process customer orders accurately using the company's order management system.
• Verify order details, pricing, product availability, and shipping requirements to ensure accuracy.
• Prepare shipping documentation and coordinate deliveries, including special customer shipping requests.
• Work closely with warehouse and logistics teams to facilitate timely and accurate order fulfillment.
• Monitor customer orders to ensure compliance with established programs, product usage guidelines, and company policies.
• Utilize internal systems and digital tools to maintain accurate order information and provide updates to customers and internal stakeholders.

Account Support & Communication

• Partner with Account Representatives and Account Executives to support customer accounts and ensure service continuity.
• Escalate complex customer concerns, high-level requests, or operational issues when appropriate.
• Maintain detailed and accurate records of customer interactions, transactions, and account activity.
• Develop and maintain comprehensive knowledge of company products, programs, and services to effectively support customers.
• Collaborate with members of the Customer Service team to ensure consistent service standards and operational excellence.

Additional Responsibilities

• Support departmental initiatives and continuous improvement efforts.
• Maintain confidentiality of customer and company information.
• Perform other duties as assigned.