Customer Service Representative II

POSITION OVERVIEW

As a Customer Service Representative II, you will play a key role in delivering exceptional customer experience. You will provide professional, accurate, and timely support by handling inquiries, processing orders, and resolving product or service concerns via phone, email, and other channels. This role is ideal for individuals who are passionate about customer service, thrive in a fast-paced environment, and take ownership of their work. A strong focus on first-contact resolution and customer satisfaction is essential.

DESCRIPTION OF DUTIES AND RESPONSIBILITIES

Deliver prompt, accurate, and friendly service to customers, ensuring a positive experience with every interaction Process and manage customer orders across multiple channels, including phone, email, web, and EDI Resolve product or service issues efficiently by identifying root causes, determining solutions, and following through to completion Escalate complex or high-impact issues to the Customer Service Manager as needed Maintain up-to-date knowledge of products, services, and company processes Collaborate with sales, warehouse, quality, and purchasing teams to meet customer needs and ensure seamless order fulfillment Proactively identify opportunities to support sales growth and strengthen customer relationships Accurately research and process return, credits, and service requests Provide feedback on customer concerns and service improvement opportunities

JOB SKILLS

Previous customer service or customer-facing experience preferred Strong communication skills (verbal and written) with a professional and friendly demeanor Ability to quickly learn company products, services, and internal systems (ERP experience, such as PLEX, is a plus) Proficiency in Microsoft Office and basic computer skills Strong attention to detail and organizational skills Ability to multitask, prioritize, and work efficiently in a fast-paced environment Basic math and pricing comprehension skills Comfortable interacting with customers via phone, email, and in person High school diploma or equivalent required