Customer Service Associate

Position Overview:

The Customer Service Associate is responsible for exercising independent judgment and discretion to ensure that sales objectives are achieved, company assets are protected, and customers receive professional communication and excellent care. This role involves managing accounts and acting as a liaison between the customer and the entire organization. The Customer Service Associate will partner with their Sales Representatives to manage customers’ needs and requests. 

Key Responsibilities:

• Provide customers with detailed production specifications, pricing, configuration, and availability information.
• Accurately enter complex orders, credits, return authorizations, and order changes into the system.
• Collaborate closely with manufacturing and sourcing teams to ensure accurate completion dates and timely production.
• Manage new accounts and special shipping needs, track key orders, and ensure timely manufacturing within expected time frames.
• Ensure pricing accuracy for all orders, including during promotional and sale periods, and confirm customer compliance with requirements.
• Work with customers, designers, and operational staff to fulfill overall business requirements.
• Resolve product or service issues by clarifying customer complaints, identifying the cause, selecting and explaining the best solution, expediting corrections or adjustments, and following up to ensure resolution.
• Maintain decision making authority within established approval limits.
• Perform other duties as assigned.

Qualifications:

• Minimum of 2 years customer service experience, preference given to candidates with a Bachelors or Associates degree.
• Excellent communication skills, both written and verbal.
• Proficient in using SAP and Excel is preferred but not required.
• Strong problem-solving abilities and attention to detail.
• Outstanding organizational skills and ability to multitask.
• Ability to develop and document procedural suggestions or changes.
• Demonstrates advanced proficiency in computer systems and software applications.

Physical Requirements:

The physical demands and work environment expectations described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Prolonged periods of sitting and performing repetitive tasks, including but not limited to computer and telephone usage.
• Must be comfortable working in loud environments.
• Frequently lifting/carrying objects up to 10 lbs.; occasionally lifting items up to 25 lbs.