Part-Time Customer Service Representative

Overview

We are seeking a customer-focused, analytical, and solutions-oriented Customer Service Representative to serve as the primary point of contact for assigned customers. This is not simply a phone or administrative position. The ideal candidate will be comfortable managing complex customer needs, researching product availability, prioritizing urgent orders, and working cross-functionally with Scheduling, Manufacturing, Sales, and other teams to ensure customer demands are met.

This role also supports inside sales, quote follow-up, upselling, cross-selling, order management, and customer retention.

Key Responsibilities

  • Serve as the primary point of contact for assigned customers and provide excellent, responsive service.
  • Respond promptly to customer questions, concerns, and complaints and provide solutions based on customer needs.
  • Research product availability, inventory, production schedules, and order status to determine the best solutions and optimal ship dates.
  • Proactively manage the full customer order process, including order entry, confirmation, analysis, scheduling, and follow-up.
  • Prioritize urgent and time-sensitive orders in coordination with Scheduling and Manufacturing.
  • Communicate order updates, changes, delays, and potential issues to customers.
  • Coordinate with Manufacturing and other internal teams to ensure orders are fulfilled accurately and on time.
  • Follow up on quotes and identify opportunities for upselling, cross-selling, and generating additional business with existing customers.
  • Follow up after sales to ensure customer satisfaction and build strong long-term relationships.
  • Maintain comprehensive knowledge of company products, services, and processes.
  • Investigate and resolve order discrepancies, product issues, and customer concerns.
  • Generate RMAs when necessary and follow up on product returns and customer credits.
  • Process requests for credit and assist with monthly reporting.
  • Complete required documentation, including NAFTA certificates.
  • Identify opportunities to improve customer service workflows, processes, and systems.
  • Work with internal teams to address nonconforming products and prevent recurring issues.
  • Escalate complex issues to Sales Management when necessary.
  • Perform other duties as assigned.

Required Skills & Abilities

  • Excellent written and verbal communication skills.
  • Strong analytical, critical-thinking, and problem-solving skills.
  • Strong organizational and multitasking abilities.
  • Ability to prioritize competing tasks and manage urgent customer requests.
  • Confident, assertive, and professional communication style.
  • Strong attention to detail and ability to meet deadlines.
  • Strong business and finance-related math skills.
  • Self-motivated and driven to continuously improve processes and customer service.
  • Strong negotiation and relationship-building skills.
  • Excellent computer skills, including Microsoft Word, Excel, and Outlook.
  • Ability to work effectively with Sales, Scheduling, Manufacturing, and other departments.

Qualifications

  • High school diploma or GED required; some college preferred.
  • 3+ years of experience in a customer-focused office environment with daily customer interaction.
  • Inside Sales experience preferred.
  • Experience with ERP systems; SYSPRO preferred.
  • Manufacturing or industrial product experience is a plus.

Pay: $21.00 - $23.00 per hour

Benefits:

  • 401(k)
  • Dental insurance
  • Health insurance
  • Vision insurance

Work Location: In person

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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