Customer Service Representative I

Charm Sciences•Andover, MA

12h•Onsite

About The Position

The Customer Service Representative I is an entry-level, overtime-eligible position that reports to the Customer Service Management team. This role is responsible for providing effective customer support to all internal and external customers by processing orders, responding to inquiries, resolving issues, and maintaining positive customer relationships. The Customer Service Representative serves as a key liaison between customers, sales representatives, and internal departments to ensure accurate and timely order fulfillment while supporting overall business objectives.

Requirements

High school diploma or GED equivalent.
0- 2 years of customer service experience.
Proficiency in Microsoft Office applications, including Word, Excel, and Outlook.
Strong verbal and written communication skills.
Strong organizational skills and attention to detail.
Strong customer service and problem-solving skills.
Ability to work effectively in a team environment and collaborate across departments.
Ability to manage multiple priorities and meet established deadlines.

Nice To Haves

Experience with sales order processing systems or ERP software.
Experience using customer service platforms such as Freshdesk or similar systems.
Multilingual capabilities.

Responsibilities

Process customer orders and follow up on order status and shipment activity.
Respond to customer and sales representative inquiries received through email, Freshdesk, shared inboxes, and telephone communications.
Provide customers with quotations, pricing information, and product-related documentation.
Prepare export documentation and coordinate resolution of shipping and customs clearance issues with transportation providers.
Answer incoming customer calls professionally and efficiently.
Maintain and update customer accounts and contact information within company systems.
Monitor daily order activity and prepare reports related to orders and shipments.
Create and maintain blanket orders as required.
Support relationships with domestic distributors and customers to ensure high levels of customer satisfaction.
Utilize ERP systems, OCR technology, chatbot applications, and customer purchasing platforms to support order processing activities.
Collaborate with Sales, Shipping, Production, Quality, and other departments to resolve customer issues and support business needs.
Assist with special projects and provide departmental support as needed.
Perform other duties as assigned to support departmental and organizational objectives.