Customer Service Representative

Fluid Workforce Solutions•Roswell, GA

16d•Hybrid

About The Position

You'll be the operational backbone of the customer order management process, ensuring purchase orders are entered accurately and fulfilled efficiently from start to finish. Working at the intersection of sales, logistics, and customer care, you'll resolve issues proactively and keep customers informed every step of the way. If you thrive in a fast-paced environment and take pride in delivering excellent service, this role is a strong fit.

Requirements

Bachelor's degree or a minimum of 3 years of related experience
Proficiency in MS Office Suite, particularly Outlook and Word
Experience in a customer-facing role or supporting customers by phone, with a proven ability to meet and exceed customer expectations
Strong verbal and written communication skills
Excellent organizational and interpersonal skills
Ability to multitask effectively — managing emails and order entry simultaneously in a high-volume environment
Comfortable working in a team environment and building lasting relationships with internal and external partner

Nice To Haves

Experience with SAP and order management tools is an asset

Responsibilities

Process customer purchase orders end-to-end using SAP, ensuring accuracy and timeliness throughout the fulfillment cycle
Oversee and operate the OCR tool to automate PDF order processing, including verifying order details, inputting data, and maintaining records
Handle manual entry for any orders outside the OCR workflow, validating information and coordinating with the customer care team to ensure seamless processing
Identify and act on opportunities to expand OCR automation across order types
Provide responsive, professional support to sales teams and customers on stock availability, order changes, and alternative solutions when orders can't be fulfilled as requested
Handle customer inquiries — including sensitive or confidential matters — with professionalism, accuracy, and discretion
Maintain a high standard of service across all job functions, acting as a liaison between sales, distribution, planning, and marketing
Build and maintain strong relationships with internal and external stakeholders, including transportation, pricing, and distribution teams
Own daily communication and resolution of order management and supply chain issues
Coordinate with internal teams on returns, cancellations, quality complaints, overages, shortages, and damages
Share knowledge across the team to support collective success in meeting customer requirements
Support and embrace continuous improvement initiatives and LEAN culture
Participate in team meetings, training sessions, and departmental projects
Contribute to achieving key performance indicators including order entry cycle time and phone quality metrics