Sr. Customer Service Rep 3
About The Position
The Sr. Customer Service Representative is a senior-level individual contributor responsible for owning complex and strategic customer accounts end-to-end, driving customer satisfaction, and influencing cross-functional execution. This role operates with a high degree of autonomy and serves as a subject matter expert, escalation point, and mentor within the Customer Service organization. The CSR Level 3 is expected to proactively identify risks, resolve issues independently, and implement solutions that improve both the customer experience and internal processes. This role goes beyond transactional support and directly contributes to customer retention, revenue protection, and operational efficiency.
Requirements
- Associate degree required; bachelor’s degree preferred.
- 5–7+ years of experience in customer service, preferably in manufacturing, distribution, or a fast-paced B2B environment.
- Proven experience managing complex or high-value customer accounts.
- Demonstrated ability to independently resolve escalations and make business decisions.
- Strong analytical and problem-solving skills with a focus on root cause resolution.
- Experience influencing cross-functional teams and driving outcomes.
- High sense of urgency with strong organizational and time management skills.
- Proficiency in ERP systems, Salesforce (or similar CRM), and Microsoft Office.
- Excellent written and verbal communication skills, including executive-level communication.
Responsibilities
- Own a portfolio of high-value, complex, or strategic accounts, including customers with advanced supply chain, inventory, or service requirements.
- Act as the primary point of contact and internal advocate for assigned customers.
- Anticipate customer needs, identify risks, and proactively implement solutions to improve service and retention.
- Partner with Sales to support account growth, service strategy, and customer satisfaction.
- Serve as the primary escalation point for customer issues, including order discrepancies, delivery failures, inventory shortages, and billing concerns.
- Independently assess root causes and execute timely resolutions with minimal management involvement.
- Exercise sound judgment to make decisions that balance customer satisfaction and company policy/margin expectations.
- Lead service recovery efforts for high-impact issues.
- Oversee and execute end-to-end order management for complex orders, including: Margin validation and risk identification, Drop shipments and drop trailer coordination, Manufactured job submissions.
- Monitor order flow, backlog, and open reports; take proactive action to prevent service disruptions.
- Ensure adherence to company policies, service standards, and accuracy expectations.
- Act as the key liaison between Customer Service, Sales, Purchasing, Shared Services, and Operations.
- Influence cross-functional teams to prioritize and resolve customer-impacting issues.
- Collaborate with Purchasing and Sales on inventory strategy, reorder levels, and stocking agreements.
- Lead coordination and resolution of 3PL inventory discrepancies and service issues.
- Identify trends, root causes, and inefficiencies; lead process improvement initiatives that enhance service levels and reduce errors.
- Recommend and implement changes that improve order accuracy, turnaround times, and customer satisfaction.
- Contribute to standardization of best practices across the Customer Service team.
- Serve as a mentor and coach to CSRs and Shared Services team members.
- Lead onboarding and training for new hires; support skill development across the team.
- Act as a go-to resource and subject matter expert for systems, processes, and complex scenarios.
- Promote accountability and consistency in execution across the team.
- Manage and respond to customer communications in Outlook, Omni, and other platforms with urgency and professionalism.
- Enter, track, and manage cases in Salesforce for quality, delivery, and invoicing issues.
- Set up customer portals and lead customer training and adoption efforts.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
