Customer Solutions Representative I
About The Position
The Customer Solutions Representative I delivers exceptional customer support by providing timely, accurate, and professional assistance to customers in a fast-paced, high-volume environment. This role serves as a key point of contact for routine customer inquiries, order processing, and issue resolution while ensuring a positive customer experience across multiple communication channels. The Customer Solutions Representative I is responsible for accurately processing customer transactions, responding to inquiries, and coordinating with internal teams to support order fulfillment and customer satisfaction. Through strong attention to detail, effective communication, and a customer-first mindset, this role contributes to operational excellence and service quality objectives. Standard working hours are 8:30am - 5:00pm. During Daylight Savings Time, hours will shift to 9:30am - 6:00pm to align with Eastern Time.
Requirements
- Strong verbal and written communication skills.
- Excellent attention to detail and organizational skills.
- Ability to manage multiple tasks in a fast-paced environment.
- Basic proficiency with Microsoft Office applications and business systems.
- US Citizenship or permanent residence required
- High School diploma or equivalent.
- 0-2 years of customer service, administrative support, retail, hospitality, or related experience.
- Ability to operate office equipment such as a copier; ability to see details at a close range; ability to sit at desk or PC for long periods of time; work in office setting.
Nice To Haves
- Familiarity with CRM, ERP, or order management systems preferred
- Experience supporting customers through phone, email, or chat channels preferred
- Experience in a customer service, call center, eCommerce, distribution, or order processing environment preferred.
Responsibilities
- Respond to customer inquiries via phone, email, chat, and other communication channels in a professional and timely manner.
- Provide customers with information regarding products, pricing, availability, lead times, order status, and shipping details.
- Resolve routine customer issues and escalate complex concerns to appropriate team members when necessary.
- Communicate order updates, shipment changes, and delivery information to customers.
- Enter and process customer orders, quotes, catalog requests, returns, and related transactions accurately and efficiently.
- Review orders for completeness and accuracy before processing.
- Assist customers with order modifications, cancellations, and status inquiries.
- Support return requests and coordinate required documentation and approvals.
- Monitor assigned work queues and customer requests to ensure timely response and resolution.
- Maintain accurate customer information and records within company systems.
- Assist with resolving shipment issues, delivery exceptions, and returned packages.
- Support backorder communications by providing customers with updated delivery information.
- Partner with internal teams including Operations, Shipping, Quality, Finance, and Sales Support to resolve customer inquiries.
- Escalate fulfillment, inventory, pricing, and service-related issues as appropriate.
- Participate in team meetings, training programs, and process improvement initiatives.
- Develop knowledge of company products, services, systems, and processes.
- Maintain awareness of departmental procedures and service standards.
- Demonstrate a commitment to continuous learning and professional growth.
- Contribute to a positive team environment focused on customer success and operational excellence.
Benefits
- Medical, Dental, and Vision Insurance
- Life, AD&D, Short and Long-Term Disability Insurance
- Generous Paid Time Off (PTO)
- Tuition Reimbursement
- 401(k) Retirement Plan with Company Match up to 3%
- Daycare and Gym Reimbursement
- Paid Parental Leave and New Mother Benefits
- Training and Development Opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
