Customer Service Representative

The Customer Service Representative is responsible for managing customer service operations and assigned retail accounts, handling inquiries and complaints, processing orders, verifying pricing and inventory, and ensuring accurate and timely order fulfillment from entry through delivery.

The role requires close coordination with Sales Representatives, Account Managers, production planning, warehouse, distribution, and administrative teams to maintain customer satisfaction, accurate inventory, and smooth shipments. The candidate should have at least 3 years of customer service experience, preferably in manufacturing or distribution, strong communication and organizational skills, attention to detail, multitasking ability, sound judgment, and proficiency in Microsoft Office.

Department: Customer Service Reports to: Director of Operations

2. Must-Have Requirements

• Experience: Minimum 3 years in a customer service environment; manufacturing and/or distribution experience is preferred.
• Communication: Strong verbal and written communication skills; able to communicate professionally with customers, sales teams, and internal departments.
• Customer service: Experience handling customer inquiries, special requests, complaints, follow-ups, problem-solving, and issue resolution.
• Order management: Ability to manage order entry, verify pricing, check inventory, validate sales orders, and follow up on orders.
• Account management: Ability to take ownership and accountability for assigned retail accounts.
• Organization and multitasking: Excellent organizational skills, attention to detail, and ability to manage multiple priorities in a very fast-paced environment.
• Decision-making: Able to make sound decisions and exercise good judgment independently.
• Microsoft Office: Proficiency in Microsoft Office.
• Transportation: Must have reliable personal transportation.
• Work approach: Self-starter, innovative, proactive, and able to manage tasks accurately and efficiently.

3. Nice-to-Have Requirements

These are preferred or implied by the responsibilities rather than explicitly listed as mandatory qualifications.

• Experience in manufacturing, distribution, warehousing, or production-related environments.
• Experience using an ERP system to maintain customer records, pricing agreements, and order documentation.
• Experience with retail account management, sales order processing, pricing verification, and inventory control.
• Experience coordinating shipments with distribution or warehouse teams and planning shipments in advance.
• Experience monitoring orders from entry to delivery and communicating delays, changes, and status updates.
• Experience coordinating customer demand with production schedules and manufacturing capacity.
• Experience working with Sales Representatives, Account Managers, production planning, warehouse, and administrative teams.
• Experience improving internal processes, systems, and workflows.
• Experience training new and existing employees on product knowledge and customer service procedures.

4. Key Responsibilities

A. Customer Service and Account Management

• Manage all customer service activities, including inquiries, problem-solving, and coordination with the Sales Team, Sales Representatives, and Account Managers.
• Take ownership of assigned retail accounts.
• Handle customer and sales representative inquiries and follow-ups accurately, professionally, and on time.
• Respond promptly and professionally to special requests and complaints, ensuring effective resolution and customer satisfaction.

B. Order Processing and Inventory Management

• Enter customer orders, verify pricing, check inventory, and complete related follow-up activities.
• Ensure sales orders are accurate.
• Follow up daily on finished goods received from production to maintain accurate inventory levels.
• Maintain accurate customer records, pricing agreements, and order documentation in the ERP system.
• Monitor order status from order entry through delivery and proactively communicate updates, delays, and changes to customers and internal teams.

C. Shipping and Production Coordination

• Work closely with distribution to plan and prepare future shipments wherever possible, minimizing last-minute shipping requirements.
• Coordinate with production planning to align customer demand with manufacturing schedules and capacity.
• Communicate effectively with administrative, warehouse, and production teams to ensure smooth order fulfillment and customer satisfaction.

D. Process Improvement and Training

• Collaborate with internal departments to identify and imple