Customer Solutions Representative
About The Position
The Customer Solutions Representative manages and processes customer orders, identifies and resolves order issues, and engages in cross-selling and upselling. The role works closely with customers to understand their needs and challenges, ensure seamless order fulfillment, and provide a positive customer experience. The schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m. The representative handles customer communications and order entry, resolves issues, processes returns, assists walk-in customers where applicable, supports eCommerce setup, manages a shared team mailbox, opens and closes the cash drawer in P21, maintains customer and delivery information, and follows up on delivery issues. The role also builds positive customer relationships, develops product knowledge, identifies relevant additional or upgraded offerings, and collaborates with Customer Success and Sales teams. The position is based in Aurora, Colorado. The stated pay range is $21.00–$23.00 per hour. Imperial Brady describes a benefits package that includes medical, dental, vision, life and disability insurance, flexible spending accounts, Employee Assistance Programs, a 401(k) program, paid time off, educational reimbursement, paid family leave, and adoption assistance.
Requirements
- At least 1 year of customer service experience.
- Excellent verbal and written communication skills.
- Proficiency with CRM software and other customer support tools.
- Keen attention to detail and accuracy in handling data and documentation.
- A proactive nature and strong problem-solving skills.
- Ability to work independently and collaboratively.
- Customer-centric approach focused on delivering exceptional service.
- Ability to sit at a desk for long periods, operate a computer, and listen and speak clearly by phone and in person.
Responsibilities
- Engage with customers through various communication channels to manage orders and understand customer needs.
- Enter customer orders daily and resolve order issues quickly and accurately.
- Respond to emails and phone calls promptly.
- Process returns in a timely manner.
- Assist walk-in customers where applicable.
- Support eCommerce setup.
- Manage the shared team mailbox.
- Open and close the cash drawer using P21.
- Build and maintain positive customer relationships to increase loyalty and repeat business.
- Respond immediately to customer issues and follow up on delivery issues.
- Store customer credit card information.
- Maintain customer and ship-to addresses, as well as customer and delivery notes.
- Identify opportunities to cross-sell complementary products or services.
- Identify opportunities to upsell higher-value products or services that better meet customer needs.
- Maintain knowledge of company products, services, and promotions to recommend suitable solutions.
- Collaborate with Customer Success and Sales team members to support a seamless customer experience and company goals.
- Perform additional duties or special projects as assigned.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Disability insurance
- Flexible spending accounts
- Employee Assistance Programs
- 401(k) retirement program with company match
- Paid time off
- Educational reimbursement
- Paid family leave
- Adoption assistance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
