Customer Service Representative

The Customer Service Representative (CSR) at IEWC Holdings Corp is a pivotal role responsible for delivering exceptional support to our customers. This position reports directly to the Customer Service Supervisor and involves managing daily customer activities, including processing customer orders, handling presale inquiries, and overseeing post-sale transactions. The CSR is expected to work collaboratively with internal partners, utilizing excellent customer service and communication skills, as well as order management capabilities and system knowledge to effectively support assigned territories and meet the daily needs of customers. As the face of the IEWC brand, the CSR plays a crucial role in representing the company's value proposition in all customer interactions. In this role, the CSR will manage customer orders with a focus on accuracy and timeliness. This includes reviewing customer purchase orders (POs), ensuring they align with Customer Material Information (CMI), and entering orders into the SAP and Rubicon systems. The CSR will respond to customer inquiries with urgency, aiming for first contact resolution, and will run back/late order reports to manage customer expectations proactively. Additionally, the CSR will handle order changes, expedites, tracking, and cancellations, while also updating customer and material information in the relevant systems. The role requires processing all incoming communications—emails, calls, and faxes—promptly and accurately, while contributing to process efficiency and continuous improvement in customer experience. The CSR will also be responsible for resolving product or service issues by clarifying customer complaints, determining the root cause, creating return authorizations, and providing effective solutions. This position requires the ability to work independently in a fast-paced environment, demonstrating strong time management, multi-tasking, and organizational skills. Attention to detail is critical, as is the ability to apply critical thinking and analyze information effectively. Overall, the CSR is essential in ensuring customer satisfaction and maintaining the high standards of service that IEWC is known for.