CUSTOMER SERVICE

Job Title: Customer Service Representative

Job Type: (Remote)

The Customer Service Representative Sales & Order Support is responsible for supporting customers throughout the sales and order process from product inquiries and order placement through fulfillment and post-sale support. This position processes customer orders accurately provides product and pricing information coordinates with internal departments resolves order-related issues and ensures a positive customer experience.

• Respond to customer inquiries regarding products services pricing availability promotions and order status.

• Assist customers with product selection based on their needs preferences and requirements.

• Process new customer orders accurately through phone email online platforms CRM systems or order management systems.

• Verify customer information product details quantities pricing shipping information discounts and payment terms.

• Review orders for accuracy and completeness before submitting them for fulfillment.

• Enter and maintain accurate customer and order information in CRM and order management systems.

• Provide customers with order confirmations invoices shipping information and other required documentation.

• Monitor order status from placement through fulfillment and delivery.

• Coordinate with Sales Warehouse Logistics Shipping Billing and Operations teams to ensure timely order fulfillment.

• Track backorders delayed shipments product availability cancellations returns and exchanges.

• Resolve order discrepancies involving pricing quantities products shipping billing or delivery.

• Process approved order changes cancellations returns credits refunds and replacements.

• Follow up with customers regarding pending orders backorders delayed shipments or other open issues.

• Provide accurate product and service information while identifying opportunities for upselling and cross-selling.

• Support sales representatives with quotes order entry customer documentation and order follow-up.

• Maintain accurate customer records sales information order history and communication records.

• Respond promptly to customer questions and provide regular updates on order progress.

• Escalate complex pricing inventory fulfillment billing or customer issues to the appropriate department or supervisor.

• Monitor open orders and proactively identify issues that could affect customer satisfaction or delivery timelines.

• Maintain knowledge of products services pricing structures promotions sales policies and order procedures.

• Ensure all customer and order information is handled securely and confidentially.

• Meet established customer service order accuracy response-time productivity and service-level targets.

• Identify recurring order issues and recommend improvements to sales and order-processing procedures.

• Participate in training quality assurance customer service reviews and process improvement initiatives.

• High school diploma or equivalent required.

• Associate or bachelors degree in Business Administration Sales Marketing or a related field preferred.

• 13 years of experience in customer service sales support order processing inside sales or a related role.

• Strong customer service and communication skills.

• Excellent attention to detail and data-entry accuracy.

• Experience processing customer orders and maintaining customer records.

• Strong organizational and time-management skills.

• Ability to manage multiple orders customers and priorities simultaneously.

• Basic proficiency with Microsoft Office particularly Excel and Outlook.

• Experience with CRM ERP or order management systems preferred.

• Experience with Salesforce Microsoft Dynamics SAP Oracle NetSuite or similar systems.

• Experience in sales administration order management or customer account support.

• Knowledge of inventory shipping fulfillment and billing processes.

• Experience preparing quotes sales orders invoices or customer documentation.

• Experience with e-commerce or online order management systems.

• Experience handling returns exchanges refunds and product replacements.

• Experience with upselling and cross-selling.

• Bilingual or multilingual communication skills where required.

• Sales & Order Support

• Customer Service

• Order Processing

• Order Management

• Sales Support

• Customer Account Management

• Product Knowledge

• Pricing & Quotation Support

• Order Entry

• Order Tracking

• Inventory Coordination

• Shipping & Delivery Support

• Returns & Exchanges

• Refund & Credit Processing

• Upselling & Cross-Selling

• CRM / ERP Systems

• Data Entry & Validation

• Problem Solving

• Complaint Resolution

• Cross-Functional Coordination

• Customer Focus: Ability to provide responsive professional support throughout the customer purchasing and order experience.

• Order Accuracy: Ability to accurately process orders pricing quantities customer information and delivery requirements.

• Sales Support: Ability to identify customer needs and support sales opportunities through product recommendations upselling and cross-selling.

• Problem Solving: Ability to investigate and resolve order fulfillment shipping and billing issues.

• Communication: Ability to clearly communicate order information product details timelines and resolutions to customers.

• Organization: Ability to manage multiple orders customer requests follow-ups and deadlines.

• Attention to Detail: Ability to identify errors or discrepancies before they affect order fulfillment or customer satisfaction.

• Cross-Functional Collaboration: Ability to coordinate effectively with Sales Operations Warehouse Logistics Billing and other internal teams.

• Customer Relationship Management: Ability to maintain accurate customer records and build positive long-term customer relationships.