Sr. Customer Service Representative

Flowchem•Houston, TX

2d•Onsite

About The Position

This position is responsible for providing exceptional customer support by processing orders, addressing customer inquiries, and resolving issues in a timely and professional manner to ensure customer satisfaction and retention. The Sr. Customer Service Representative (CSR) will work closely with the Sales and Operations teams to ensure customer satisfaction and efficient order fulfillment. As a senior member of the customer service team, this role provides day-to-day guidance, support, and oversight to peers, helping to drive consistency, quality, and adherence to processes. The position acts as a key point of contact for escalations, supports onboarding and training of new team members, and contributes to continuous improvement initiatives across customer service operations.

Requirements

High School Diploma or equivalent required
Minimum 3–5 years of experience in customer service, order processing, or a related role
3+ years of demonstrated leadership experience, including providing guidance, training, or informal oversight to team members
Strong communication skills, both verbal and written
Demonstrated leadership capability with the ability to guide, support, and influence team members without direct authority
Strong decision-making and problem-solving skills, particularly in handling escalations
Ability to provide coaching, training, and knowledge sharing to support team development
High level of accountability with ownership of both individual and team outcomes
Excellent customer service skills with strong attention to detail and accuracy
Ability to multitask, prioritize workload, and manage time effectively in a fast-paced environment
Strong organizational skills with a focus on data accuracy and documentation compliance
Ability to collaborate effectively with cross-functional teams
Proficiency in Microsoft Office Suite and customer service-related systems

Nice To Haves

Associate or Bachelor’s Degree in Business Administration, Supply Chain, or a related field preferred.
Experience in the manufacturing or oil & gas industry is a plus
Prior experience working with ERP/MRP systems preferred
Certified Customer Service Professional (CCSP) an asset.

Responsibilities

Serve as the primary point of contact for customer inquiries via phone, email, and other communication channels
Provide day-to-day guidance and direction to Customer Service team members, promoting consistency in processes and service delivery
Act as the primary escalation point for complex customer issues and support timely resolution
Support onboarding and training of new team members, including systems, processes, and best practices
Monitor team workflows and help ensure service levels and response times are consistently met
Identify recurring issues, training gaps, and process inefficiencies, and recommend improvements to leadership
Lead or support process improvement initiatives to enhance customer service operations
Process customer orders and manage the full order lifecycle, including entry, confirmation, tracking, and post-delivery follow-up
Maintain strict adherence to documentation standards to support customs clearance and regulatory compliance
Act as a key liaison between Sales, Operations, Logistics, and Finance to ensure alignment and prevent errors
Assist in resolving customer complaints, claims, returns, and exchanges
Provide basic technical support and accurate product and service information to customers
Maintain accurate records of customer interactions and transactions for reporting and analysis
Generate and distribute customer reports and support invoicing and billing processes as needed