Customer Service Representative (CSR)

Helios Hydraulics America•Whitfield Estates, FL

10d•Onsite

About The Position

The Customer Service Representative is responsible for providing exceptional support to customers by responding to inquiries, managing orders, and coordinating with internal teams to ensure on-time, accurate delivery of products and services. This role requires strong communication skills, attention to detail, and the ability to work effectively in a fast-paced, customer-focused environment.

Requirements

Excellent written and verbal communication skills.
Strong customer service orientation with a professional, solutions-focused approach.
Proficiency in email communication and Microsoft Office (Outlook, Word, Excel, PowerPoint).
High level of accuracy and attention to detail.
Ability to manage multiple tasks and priorities effectively.
1–3 years of customer service experience and/or practical experience with related products, processes, or industry.
Demonstrated ability to manage time effectively in a fast-paced, deadline-driven environment.
Strong problem-solving skills and the ability to handle challenging situations with professionalism and composure.
Solid working knowledge of the relevant subject matter (products, services, or industry).

Nice To Haves

Experience with ERP systems preferred.
Flexibility to support customers in varying time zones, up to twice per month.

Responsibilities

Respond promptly and accurately to customer inquiries regarding products, order status, and general support needs.
Manage day-to-day customer communications via email, video conference, and phone, ensuring timely follow-up and resolution of open items.
Enter, update, and maintain customer orders in the system, including shipping methods, returns, credits, and debits.
Assist customers with general inquiries, basic troubleshooting, and issue resolution, ensuring a positive customer experience.
Escalate complex or time-sensitive issues as necessary to meet customer production and delivery requirements.
Collaborate with cross-functional teams (e.g., Sales, Logistics, Quality, Operations) to resolve customer issues and fulfill requirements.
Participate in customer meetings as needed and prepare related reports, summaries, and follow-up documentation.
Prepare export documentation and maintain a working knowledge of export trade compliance requirements.
Monitor PPAP (Production Part Approval Process) requests and coordinate with the Quality team to ensure all requirements are met prior to shipment.
Maintain accurate and detailed records of customer interactions, transactions, feedback, and actions taken.
Provide regular reports to management on customer feedback, recurring issues, trends, and opportunities for process or service improvements.
Perform additional duties and responsibilities as deemed necessary by management to support business needs.