Customer Service Representative

Trak Group•Cincinnati, OH

14d•Onsite

About The Position

Trak group is partnering with a growing client seeking a Customer Service Representative to provide accurate, timely, and professional support throughout the customer order process. This role is responsible for processing orders, responding to customer inquiries, resolving issues, and coordinating with Sales, Accounts Receivable, and Materials Management to ensure a positive customer experience. The ideal candidate is highly organized, detail-oriented, and comfortable managing a high volume of customer communication and order activity in a fast-paced environment.

Requirements

High school diploma or GED required.
2–4 years of customer service experience.
Strong order processing and data entry skills.
Excellent verbal and written communication skills.
Strong customer service and interpersonal abilities.
Ability to manage customer complaints and troubleshoot order-related issues.
Strong organizational skills and attention to detail.
Ability to prioritize multiple responsibilities and meet strict deadlines.
Comfortable working in a fast-paced, deadline-driven environment.
Intermediate computer proficiency, including Microsoft Word.
Data entry speed of at least 40 WPM.
Ability to follow established SOPs and company procedures.
Ability to work independently and collaboratively with cross-functional teams.

Nice To Haves

Previous order processing/data entry experience.
ERP system experience.
Infor XA/MAPICS experience.
Experience working with EDI orders.
Experience coordinating with Sales, Accounts Receivable, and Materials/Inventory teams.

Responsibilities

Provide excellent customer service by responding to inquiries and resolving issues promptly and professionally.
Process customer orders received through phone, email, fax, voicemail, and EDI.
Enter and manage direct and distribution orders within the ERP system.
Respond to customer questions regarding pricing, product availability, shipping terms, proof of delivery, and order status.
Investigate customer complaints and coordinate appropriate resolutions.
Process Customer Order Resolutions related to complaints and service issues.
Set up and process standing customer orders.
Coordinate with Accounts Receivable regarding new accounts, credit status, and orders placed on credit hold.
Partner with Sales Operations and Field Sales to resolve pricing and customer-related concerns.
Work closely with Materials Management to support FIFO inventory requirements.
Maintain accurate customer account information, databases, and records.
Balance multiple customer requests and priorities while meeting critical deadlines.
Participate in departmental meetings and cross-functional initiatives as needed.