Customer Service Representative I

VIKING GROUP•Jessup, MD

33d•$25 - $28•Onsite

About The Position

The Customer Service Representative I provides customer account management for products and services, including pricing, availability, and shipping information. The role is a primary point of contact for customers and responds thoroughly and promptly to inquiries by phone, email, or direct interaction. Working in an industrial distribution environment, the representative partners with internal departments to support customer requirements, resolve issues, and maintain strong customer service relationships. The scope and complexity of work may vary based on experience, demonstrated capability, and assigned responsibilities.

Requirements

At least one year of customer service, sales support, or account management experience in a business, distribution, manufacturing, or technical environment.
Experience processing customer orders, quotations, pricing, returns or credits, and follow-up activities according to established procedures.
Experience working with enterprise systems or databases.
Experience managing multiple tasks, prioritizing workload, and meeting deadlines in a fast-paced environment.
Experience communicating with customers and internal partners to resolve issues and coordinate next steps.
Basic arithmetic skills in a business context, including pricing, quantities, and measurements.
Experience operating standard office technology, including computers, phones, and Microsoft Office applications.
English language proficiency is required for U.S. positions; Spanish and Portuguese are required for Latin America positions.
An equivalent combination of education, training, and relevant experience may be considered in lieu of formal education or experience requirements.

Nice To Haves

ERP/JDE experience.

Responsibilities

Process customer orders, quotations, quotation follow-ups, returns, and credits in accordance with company policies, procedures, and service standards.
Respond to customer inquiries and requests promptly, accurately, and professionally through approved communication channels.
Coordinate customer requirements and order execution with sales, fabrication, credit, inventory control, warehouse personnel, and other internal departments.
Investigate order entry, pricing, shipping, and billing discrepancies, determine corrective actions, and coordinate and follow through on solutions.
Use enterprise systems, online learning tools, and technical resources to obtain product, pricing, availability, and application information.
Maintain access to and appropriately use current company literature, technical documentation, and reference materials.
Represent the company professionally and communicate verbally and in writing to meet customer expectations, timelines, and service commitments.
Identify opportunities to increase sales through promotions, add-on items, and proactive customer support, consistent with pricing and sales guidelines.
Document customer interactions, order activity, and issue resolution accurately and promptly in applicable systems.
Follow up with customers with status updates, manage expectations, and ensure satisfactory resolution of requests or issues.
Cultivate effective working relationships with customers, suppliers, and internal partners.
Complete required training and maintain proficiency in relevant systems, processes, and product knowledge.
Follow company policies and incorporate Standard Operating Procedures into daily work.
Perform other duties as assigned.