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Customer Service Representative - US
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Job Description
The Customer Service Representative serves as the primary point of contact for customers, providing assistance with inquiries, resolving issues, and ensuring a positive customer experience. Responsibilities include answering phone calls, responding to emails and messages, processing orders, handling complaints, maintaining accurate customer records, and providing information about products and services. Enter Responsibilities/Essential Duties Handle inbound and outbound customer calls to provide support and resolve inquiries. Manage ticketing activities related to RMAs (Return Material Authorizations), complaints, and customer claims. Perform accurate data entry and maintain customer and order records in ERP/CRM systems. Monitor and ensure On-Time Delivery (OTD) performance based on agreed customer delivery dates. Coordinate with warehouse and logistics teams to address special customer requests and delivery requirements. Provide customers with updates regarding order status, shipments, and product availability. Liaise with FedEx, the company's primary carrier for domestic shipments, to investigate and resolve delayed, held, or stuck packages and coordinate delivery recovery actions as needed. Maintain strong customer relationships through timely communication and proactive support. Education Level Bachelor's Degree in related field Experience Level 1 year Demonstrated experience in related customer service, contract administration or support/delivery functions Skill Sets Self-sufficient with advanced Microsoft office and ERP databases.