Technical Customer Service Representative
About The Position
The Technical Customer Service Representative provides frontline customer service support to both internal and external customers. This role involves processing orders, quotes, and EDI transactions, responding to customer inquiries and product requests, managing order follow-up, and resolving basic customer issues. The representative will utilize foundational knowledge of Exotic product lines and business systems. Key functions include accurate order management from receipt through completion, managing EDI transactions, handling order follow-up, and processing RMAs. The position also requires effective customer communication regarding product availability, order status, pricing, and general account questions, as well as preparing quotations and documenting customer complaints. Financial acumen is needed to apply understanding of cost structures, discount schedules, and gross profit calculations, and to utilize customer-specific pricing matrices. The role demands foundational knowledge of Exotic product lines and core supplier offerings, including navigating supplier portals. Adherence to departmental and corporate policies, meeting productivity metrics, and maintaining accurate records in company systems are essential.
Requirements
- High School Diploma
- Previous work experience
- Previous experience working on a computer
Nice To Haves
- Associate’s degree
- Customer-service related experience
Responsibilities
- Processes customer orders accurately from receipt through completion, including order entry, verification, and confirmation
- Manages EDI (Electronic Data Interchange) transactions, including order receipt, processing, and error resolution
- Handles order follow-up activities, including status updates, expedite requests, and delivery coordination
- Processes RMAs (Return Merchandise Authorizations) in accordance with company policies and customer agreements
- Responds to customer inquiries regarding product availability, order status, pricing, and general account questions
- Prepares and processes customer quotations with accurate pricing and product specifications
- Documents and processes customer complaints following established procedures to ensure timely resolution
- Maintains professional communication with customers through phone, email, and other channels
- Applies understanding of cost structures, discount schedules, and gross profit calculations to support pricing decisions
- Utilizes customer-specific pricing matrices to ensure accurate quotations and order processing
- Reviews orders for pricing accuracy and margin requirements before submission
- Demonstrates foundational knowledge of Exotic product lines to answer basic customer questions and identify appropriate solutions
- Maintains working knowledge of core supplier base and their product offerings
- Accesses and navigates supplier portals to verify product availability, specifications, and lead times
- Follows all departmental and corporate policies and procedures to ensure consistent service levels
- Meets established productivity metrics for order processing, quote turnaround, and customer response times
- Maintains accurate records and documentation in company systems for all customer interactions and transactions
- Performs other duties as assigned or requested
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
Entry Level
Education Level
High school or GED
Number of Employees
1-10 employees
