Customer Service Associate

The Customer Service Associate provides front-line customer support and order administration for multiple business segments serving customers across the US Canada and Latin/South America. The role manages a high volume of daily order entry and customer communications (phone and email) while ensuring accurate data entry timely follow-up and effective coordination with Sales Operations/ Shipping Finance Quality and technical teams to resolve issues and meet customer expectations.

This position requires comfort navigating multiple systems (e.g. ERP/order entry tools (Dynamics) Freshdesk etc) the ability to prioritize competing requests throughout the day and a consistent focus on order accuracy responsiveness and a positive customer experience.

• Enter customer orders for all business segments accurately and efficiently in the ERP/order entry system (Dynamics) maintaining a high daily throughput while meeting accuracy expectations.
• Manage a high volume of inbound customer communications via email and phone; monitor shared inboxes triage requests and ensure timely responses and follow-up.
• Answer and direct incoming calls using the phone system (Zoom) and route inquiries appropriately to Sales Technical Support Accounting Operations/Shipping or other departments.
• Provide customer support related to standard pricing product availability lead times order status shipment tracking and general order questions.
• Process order maintenance activities including order changes cancellations address updates and other modifications while clearly communicating impacts to customers and internal teams.
• Perform data entry across customer platforms and systems as required ensuring accuracy and completeness of customer order and shipment information.
• Initiate and process RMAs warranty orders replacements and related documentation in accordance with established procedures.
• Partner cross-functionally with Sales Operations/Shipping Finance Quality Marketing and Product Management to research and resolve customer issues and prevent repeat problems.
• Maintain clear organized records of customer interactions and order activity to support continuity reporting and audit readiness.
• Contribute to a positive professional customer experience by demonstrating responsiveness attention to detail and effective problem-solving.

Requirements

Degree(s) or certification(s):

Minimum: High school diploma or equivalent

Re-certification requirements: N/A

Professional experience required (min.):

3-5 years of experience in a sales support customer service or administrative role

Technical Competencies

• ERP/order entry proficiency (Dynamics) with strong data entry accuracy and speed
• Freshdesk proficiency; maintains accurate customer and order information.
• Microsoft Office (Excel Outlook Teams) and video/phone platforms (Zoom)
• Ability to learn and navigate multiple customer portals/platforms and internal tools.

IT skills

• Freshdesk Microsoft Excel/Outlook/Teams Zoom

Language skills

French: N/A

English: Yes

Interpersonal skills

• Customer-focused communication (written and verbal) with professional phone presence.
• Attention to detail and thorough follow-through; commitment to order accuracy.
• Time management and prioritization in a high-volume fast-paced environment
• Problem-solving and sound judgment; knows when and how to escalate issues.

Collaboration and teamwork across departments; adaptable to changing priorities

#BEAAmerica