Customer Service Representative - Office & Phone Support

JS International, Inc.•Fall River, MA

9d•Onsite

About The Position

JSI Cabinetry is seeking a detail-oriented, office-focused Customer Service Representative to join their team in Fall River, MA. This position is responsible for providing phone and administrative support to customers while assisting with daily customer service operations and supporting the JSI Sales Team. This is an onsite desk-based role that involves handling inbound customer calls, responding to email inquiries, entering and updating information in computer systems, documenting customer interactions, and coordinating with internal departments to resolve issues. The ideal candidate is comfortable working in a structured office environment, managing multiple tasks on a computer, and communicating professionally over the phone and through written correspondence. Success in this position requires strong computer skills, attention to detail, clear communication, and the ability to manage a steady volume of customer inquiries while maintaining accurate records and timely follow-up. This is an onsite, office-based position—not a retail or in-person customer service role. The schedule is Monday-Friday, 40 hours per week, from 8:30 AM to 5 PM.

Requirements

Previous experience in an office-based customer service, call center, administrative support, or customer support role preferred.
Experience handling business phone calls, responding to emails, and documenting customer interactions is highly desirable.
Strong computer skills, including proficiency with Microsoft Outlook, Word, and Excel.
Ability to navigate multiple computer systems while communicating with customers over the phone.
Excellent verbal and written communication skills, with a professional telephone manner.
Strong data entry, organizational, and recordkeeping skills with a high level of attention to detail.
Strong problem-solving skills and the ability to research issues before escalating them.
Ability to remain calm, professional, and productive when handling challenging customer interactions.
Reliable attendance and the ability to work a consistent, full-time, onsite schedule.

Responsibilities

Handle inbound customer calls and respond to customer inquiries in a professional, timely, and courteous manner.
Manage customer requests related to orders, products, delivery coordination, account questions, and general service issues.
Respond to customer emails and other written inquiries with accurate information and clear communication.
Research customer concerns, identify appropriate solutions, and coordinate with internal departments when necessary.
Follow up on outstanding customer issues to ensure timely resolution.
Navigate multiple computer programs and internal tools to research information and respond to customer requests.
Provide basic technical assistance to customers using JSI's online customer portal.
Track open issues and follow established procedures to ensure requests are addressed and completed.
Assist with routine administrative tasks that support the overall customer service department.
Work closely with the Sales Team, warehouse personnel, and other internal departments to resolve customer questions and service issues.
Develop a working understanding of warehouse operations, order processes, and internal departmental responsibilities.
Escalate issues outside the scope of customer service to the appropriate department.
Provide administrative and customer service support to the Sales Team as needed.
Identify potential sales opportunities and direct relevant customer inquiries to the appropriate sales representative.