Customer Service Representative

Position Summary

Our client is seeking a Customer Service Representative to build and maintain strong, long-term relationships with distributors, customers, sales representatives, vendors, and other business partners. This individual will serve as a primary point of contact, providing product information, order support, issue resolution, and timely follow-up to ensure an exceptional customer experience.

The ideal candidate is customer-focused, highly organized, detail-oriented, and capable of managing multiple priorities while maintaining effective communication and strong working relationships.

Essential Duties and Responsibilities

• Serve as a primary point of contact for distributors, end-users, external and internal sales representatives, and vendors, directing inquiries to the appropriate departments for resolution.
• Educate customers on product terminology, features, and benefits to support sales growth and customer satisfaction.
• Prepare customized reports as requested by customers.
• Coordinate freight quote requests and submit necessary documentation to the logistics department.
• Follow up with the purchasing department regarding outstanding drop-ship orders.
• Monitor customer orders, verify order accuracy, communicate order status, and ensure appropriate follow-up to support timely fulfillment.
• Monitor scheduled shipment dates and coordinate expedited shipments when necessary.
• Establish new customer accounts and maintain accurate customer records within internal business systems.
• Maintain product information and pricing spreadsheets to support sales and customer service operations.
• Identify potential products and services based on customer feedback, purchasing patterns, and business needs.
• Communicate unexpected increases or decreases in product demand, including significant volume opportunities, to the purchasing department.
• Receive and qualify incoming sales leads, collect relevant information, document inquiries, and direct prospects to the appropriate distributor or sales representative.
• Resolve customer concerns by identifying the underlying issue, determining appropriate solutions, coordinating corrective action, and following up to ensure customer satisfaction.
• Coordinate freight claims for damaged or lost shipments and provide supporting documentation and photographs to the logistics department.
• Assess customer requirements and recommend appropriate products and solutions.
• Communicate pricing, credit information, and payment terms in accordance with established company procedures and customer profiles.
• Identify trends in customer feedback and satisfaction to help improve service delivery.
• Process requests for catalogs, product information, and samples.
• Provide accurate information regarding product availability, including stocked and non-stocked items.
• Participate in product training and presentations to maintain current knowledge of new and existing products.
• Maintain detailed records of customer interactions, telephone calls, and written communications within the company's customer relationship management system.
• Make outbound calls and respond to inbound customer inquiries.
• Monitor and follow up on outstanding customer service cases.

Education and Experience Requirements

• High school diploma or equivalent required.
• Some college coursework in written composition preferred.
• Advanced proficiency in Microsoft Office applications, including the ability to prepare correspondence, develop reports, maintain spreadsheets, and create presentations.
• Experience with customer relationship management (CRM) and enterprise resource planning (ERP) systems preferred.

Knowledge, Skills, and Abilities

Customer Service Orientation

• Demonstrates a strong commitment to providing exceptional customer service.
• Builds and maintains positive, professional relationships with customers and business partners.
• Takes ownership of customer concerns and follows through to resolution.

Teamwork and Interpersonal Skills

• Highly motivated, collaborative, and team-oriented.
• Able to establish and maintain effective working relationships with individuals at all organizational levels.
• Demonstrates professionalism, flexibility, and a positive attitude.

Communication Skills

• Strong verbal and written communication skills.
• Communicates clearly, professionally, and diplomatically.
• Demonstrates proper grammar, attention to detail, and effective listening skills.

Organization and Time Management

• Able to work independently with minimal supervision.
• Effectively manages multiple priorities and deadlines.
• Demonstrates strong organizational skills and attention to detail.
• Able to plan, prioritize, and complete assignments within established timeframes.

Technical and Systems Knowledge

• Proficient in Microsoft Office applications, including Word, Excel, and PowerPoint.
• Experience with CRM and ERP software applications.
• Ability to retrieve, compile, analyze, and maintain accurate information and records.

Core Competencies

• Customer Focus
• Accountability and Integrity
• Teamwork and Collaboration
• Initiative and Innovation
• Work Ethic and Dependability
• Professionalism
• Adaptability
• Continuous Improvement

Required Skills

• Typing and computer keyboard proficiency
• Ability to utilize business software applications
• Strong verbal and written communication
• Ability to retrieve and compile information
• Maintain accurate records and logs
• Public speaking and group presentation skills
• Research, analyze, and interpret information
• Verify data and information for accuracy
• Organize and prioritize tasks and information
• Investigate issues, evaluate options, and recommend solutions
• Operate standard office equipment
• Perform basic mathematical calculations, including addition and subtraction

Physical Requirements

• Sitting for extended periods.
• Lifting and carrying items weighing up to 20 pounds.
• Extended periods of viewing a computer screen.
• Repetitive motions associated with computer and office work.
• Walking as needed throughout the work environment.
• Pushing and pulling.
• Reading and reviewing written materials.
• Speaking and communicating with customers and colleagues.
• Hearing and responding to verbal communication.
• Writing and documenting information.
• Bending, stooping, reaching, and grasping as needed.

Work Environment

• Work is primarily performed in a standard office environment.
• Position involves typical office-related activities and equipment.

Ascendo is a certified minority owned staffing firm, and we welcome and celebrate diversity. Ascendo is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, parental status, military service or any other characteristic protected by federal, state or local law.

Contact information

Amber Kemp