Customer Service Representative
UMI Stone/Opustone•Wrentham, MA
•$19 - $22•Onsite
About The Position
The Customer Service Representative serves as the primary point of contact for customers, delivering exceptional service by addressing inquiries, resolving issues, and ensuring order accuracy. This role collaborates closely with supply chain and warehouse teams to support timely order fulfillment and maintain strong customer relationships. The ideal candidate is proactive, communicative, and committed to enhancing the overall customer experience.
Requirements
- Associate degree or equivalent experience/education.
- Minimum two years’ experience in customer service or call centers.
- Proficient in MS Office (Outlook, Excel, Word).
- Excellent English verbal and written communication skills required.
- Spanish language skills required.
Nice To Haves
- Knowledge of ERP systems is a plus.
Responsibilities
- Deliver excellent customer service to internal and external customers by understanding and exceeding their needs.
- Build trust through open and effective communication.
- Support management in promoting superior customer service company-wide.
- Handle customer inquiries via phone, email, letter, and in person courteously and efficiently.
- Monitor purchase order (PO) and sales order (SO) statuses and inventory daily using Syspro.
- Collaborate with the Supply Chain team to meet or exceed Order Fill Rate (OFR) and On-Time Delivery (OTD) KPIs.
- Resolve complaints promptly, providing solutions and following up to ensure satisfaction.
- Coordinate with warehouse management and developers to ensure timely completion of requests.
- Process and follow up on customer purchase orders and return authorizations.
- Maintain accurate records of sales orders, returns, and customer communications per company policies.
- Suggest improvements to customer service processes.
- Proactively learn about products and services, seek additional responsibilities, and collaborate effectively.
- Adhere to communication procedures, guidelines, and company policies.
- Perform other duties as assigned.
Benefits
- Medical
- Dental
- Vision
- Employer Paid Basic Employee Life and AD&D Insurance
- Employer Paid Long Term Disability
- Flexible Spending Accounts
- Voluntary Short-Term Disability
- Voluntary Life and AD&D Insurance
- Voluntary Accident Insurance
- Voluntary Critical Illness Insurance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
