Job Description
Job DescriptionDescription:
Position Summary:
We are seeking a proactive and customer-oriented Customer Service Representative (CSR) to join our team. This role involves managing the full customer order process—from order entry through shipping and follow-up—while also identifying opportunities to upsell products and services that align with customer needs. As the primary point of contact for customer orders and shipment coordination, you’ll play a key role in ensuring an exceptional customer experience and driving additional value for the business.
Key Responsibilities:
· Accurately enter customer orders into the system, verifying pricing, quantities, and delivery instructions.
· Communicate with customers via phone and email to confirm orders, provide shipment updates, and resolve inquiries or concerns.
· Coordinate with the shipping team to ensure timely and accurate order fulfillment.
· Monitor open orders and proactively follow up on pending shipments or delays.
· Work with customers to modify orders, handle returns, or address delivery issues.
· Provide support and product knowledge to customers to ensure their satisfaction and success.
· Identify upsell opportunities during customer interactions and suggest complementary products or services based on order history or stated needs.
· Collaborate with the sales team to follow up on leads and assist in expanding customer relationships.
· Maintain detailed and accurate records of all customer communications and transactions.
· Assist in developing and maintaining customer service best practices to improve efficiency and satisfaction.
Requirements:
Qualifications:
· High school diploma or GED required; associate degree or higher preferred.
· 1–3 years of customer service or inside sales experience; experience in order entry or logistics preferred.
· Previous experience with upselling or cross-selling is a plus.
· Strong computer skills, including order entry systems and Microsoft Office (Excel, Outlook, Word).
· Excellent communication, problem-solving, and interpersonal skills.
· Detail-oriented with strong organizational and multitasking abilities.
· Ability to remain calm and professional in high-pressure situations.
· A proactive, customer-first mindset with an enthusiasm for building relationships and supporting business growth.