Customer Service Representative

TEKsystems•Menomonee Falls, WI

4d•Hybrid

About The Position

The Customer Service Representative is responsible for accurately entering customer orders into the system, validating all order details, and performing order validation and exception resolution, including pricing issues. This role involves handling order-related issues or customer complaints promptly and efficiently, and maintaining accurate records of all orders, purchase orders, and order confirmations. The representative will collaborate with team members to deliver high-quality work by interacting with customers and providing exceptional service. Key duties include monitoring orders, processing credits/cancellations, handling purchase order revisions, and managing customer service issues related to returns, exchanges, and order modifications. The position requires working closely with sales, logistics, and finance teams to ensure seamless order processing, handling inbound customer calls and emails regarding orders, products, and services, and entering customer orders into an ERP system. The representative will also work with production, planning, warehouse, and shipping teams to process orders, handle dealer network inquiries (not end users), and manage Tier 0 / Tier 1 accounts (lower-volume, non-white-glove). After 45–60 days of training, the role includes taking on phone queue responsibilities, with an emphasis on maintaining accuracy, timeliness, and responsiveness, ensuring orders are processed within 48 hours and emails acknowledged within 48 hours.

Requirements

High school diploma or equivalent.
2+ years in order management, customer service or related field.
Familiarity with order processing systems and software, such as SAP, Oracle or CRM.
Patience, empathy, and professionalism.
Good communication abilities, including written and verbal.
Good problem-solving skills.
High degree of accuracy and attention to detail.
Call center experience.
Customer support experience.
Order management experience.
Customer service experience.
Order entry experience.
ERP system experience.
Positive attitude.
Team player.
Verbal and written communication skills.
Attention to detail.
Customer service skills and interpersonal skills.

Nice To Haves

Basic knowledge of Microsoft Office Suite.
Background in supply chain, retail or manufacturing field a plus.

Responsibilities

Accurately enter customer orders into the system and validate all order details to ensure completeness and accuracy.
Perform order validation and exception resolution, including pricing issues.
Handle order-related issues or customer complaints promptly and efficiently.
Maintain accurate records of all orders, purchase orders, and order confirmations.
Collaborate with team members to deliver high-quality work by interacting with customers and providing exceptional service.
Monitor orders, process credits/cancellations, and handle purchase order revisions.
Manage customer service issues related to returns, exchanges, and order modifications.
Work closely with sales, logistics, and finance teams to ensure seamless order processing.
Handle inbound customer calls and emails regarding orders, products, and services.
Enter customer orders into ERP system.
Work with production, planning, warehouse, and shipping teams to process orders.
Handle dealer network inquiries (not end users).
Manage Tier 0 / Tier 1 accounts (lower-volume, non-white-glove).
Take on phone queue responsibilities after 45–60 days of training.
Maintain accuracy, timeliness, and responsiveness with orders processed within 48 hours and emails acknowledged within 48 hours.