Customer Service Representative

RelaDyne LLC•Baltimore, MD

About The Position

RelaDyne is the nation’s leading automotive, industrial, and commercial lubricants provider and a trusted partner for reliability services. We’re more than just a distributor; we’re a team dedicated to innovation, service excellence, and lasting customer relationships. We are seeking a Customer Service Representative to provide professional customer service and administrative support to internal and external customers. This position serves as a primary point of contact for order processing, invoicing, delivery scheduling, service requests, and issue resolution while meeting established standards for service, quality, accuracy, and productivity.

Requirements

High School Diploma or equivalent required
Previous customer service experience in a contact center, administrative, or service-oriented environment required.
Strong verbal and written communication skills and professional phone etiquette.
Customer-focused approach with strong relationship-building skills.
Excellent problem-solving, judgment, and decision-making abilities.
Strong organizational skills with excellent accuracy and attention to detail.
Ability to prioritize and manage multiple responsibilities in a fast-paced environment.
Ability to work independently and effectively as part of a team.
Proficiency in Microsoft Word, Excel, and PowerPoint
Ability to learn new systems and software.
Open to coaching, feedback, and continuous process improvement.

Nice To Haves

Associate or Bachelor's Degree preferred.
B2B customer service or experience with industrial products/services preferred.
CRM/Salesforce experience preferred.

Responsibilities

Respond promptly and professionally to inbound and outbound customer communications by phone and email.
Assist customers and internal teams with product availability, pricing, order status, delivery schedules, billing, invoicing, and service requests.
Accurately enter, process, and maintain customer orders and related documentation.
Process daily invoicing and coordinate billing questions with customers and internal teams.
Coordinate orders and customer requests with sales, operations, logistics, dispatch, and warehouse teams to ensure accurate and timely fulfillment.
Monitor orders and proactively communicate delays, exceptions, and service issues.
Take ownership of customer complaints by identifying issues, coordinating solutions, and following through to resolution.
Escalate complex issues appropriately while maintaining customer communication and follow-up.
Identify potential upselling and cross-selling opportunities and partner with sales as appropriate.
Set up new customer accounts and maintain accurate customer and contact information in CRM systems.
Maintain accurate call, email, order, follow-up, and customer records.
Prepare correspondence, reports, presentations, and other administrative documents as needed.
Manage office and kitchen supply ordering and inventory.
Participate in product, system, process, and customer service training.
Identify recurring customer issues and process inefficiencies and recommend opportunities for improvement.
Support special projects and other duties as assigned.
Follow all company safety policies and procedures and maintain professional conduct with customers and coworkers.