Responsibilities:

• Serve as the primary point of contact for inbound and outbound customer inquiries via phone and email
• Deliver high levels of customer satisfaction through proactive follow-up, clear communication, and transparency
•  Communicate order status, shipping timelines, delays, billing issues, returns, and payment resolutions
• Process customer orders, returns, credits, and updates in accordance with company policies
• Ensure accuracy and completeness of order and customer data within ERP and CRM systems
• Resolve issues related to order fulfillment, shipping, billing, and product information
• Document all customer interactions and resolutions in the CRM system
• Manage customer complaints and track issues through to resolution
• Create and maintain customer accounts and order records
•  Build and maintain relationships with key customer accounts
•  Collaborate cross-functionally with Sales, Operations, Finance, and Quality teams
• Support order prioritization and help ensure shipping commitments are met
• Adhere to service standards, internal controls, and documentation requirements
• Participate in team meetings, training sessions, and continuous improvement initiatives
• Identify trends, recurring issues, and opportunities for process improvement

Requirements:

• Bachelor’s degree in Business Administration or a related field preferred, or
  minimum of 2+ years of experience in customer service, account management, or sales support
• Experience with CRM systems (Salesforce strongly preferred) and order entry processes
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook, etc.)
• Strong computer skills with the ability to navigate multiple systems simultaneously
• Detail-oriented with strong organizational skills
• Excellent communication and problem-solving abilities
• Customer-focused mindset with a commitment to service excellence