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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