Customer Service Representative

Job Description

Job Description

Job Description

Customer Service Representative (CSR)

Job Summary

The Customer Service Representative serves as the primary point of contact for clients, managing the full order-to-delivery lifecycle. This role involves processing orders, booking logistics, providing detailed product information, and ensuring exceptional customer satisfaction throughout the entire experience.

Key Responsibilities

• Process customer orders efficiently, including receiving, reviewing, and accurately inputting orders and ensuring all necessary forms are completed.
• Book and coordinate trucks and logistics to meet customer delivery appointments and requirements.
• Respond promptly and professionally to all customer inquiries and communications via phone, email, and other channels.
• Acknowledge and efficiently resolve customer complaints, escalating complex issues to the appropriate internal team when necessary.
• Maintain expert-level knowledge of our products to effectively educate customers and answer detailed questions about specifications and use.
• Coordinate and communicate daily with colleagues across sales, logistics, and shipping departments to ensure seamless order fulfillment.
• Monitor the status of orders and provide proactive updates to customers, managing expectations regarding lead times and deliveries.
• Uphold a positive, empathetic, and professional attitude toward customers at all times.

Required Qualifications

• Proven experience working in a customer support or customer service role.
• Excellent verbal and written communication skills.
• Strong ability to stay calm and handle difficult conversations when customers are stressed or upset.
• Demonstrated proficiency using computers and standard business software, including Microsoft Word, Excel, and Outlook.
• Highly organized with strong attention to detail when processing data and filling out forms.
• Ability to work effectively both independently and as part of a team.

Our company is defined by its exceptional history as a paper broker, boasting over 100 years in business, which powerfully signals immense stability, reliability, and deep industry expertise. Complementing this long legacy is a truly supportive and collaborative culture where colleagues genuinely feel like family, creating a warm, tight-knit, and nurturing work environment. Furthermore, the company strongly demonstrates its commitment to valuing employees by offering top-tier benefits and an incredible office environment.

Company Description

Our company is defined by its exceptional history as a paper broker, boasting over 100 years in business, which powerfully signals immense stability, reliability, and deep industry expertise. Complementing this long legacy is a truly supportive and collaborative culture where colleagues genuinely feel like family, creating a warm, tight-knit, and nurturing work environment. Furthermore, the company strongly demonstrates its commitment to valuing employees by offering top-tier benefits and an incredible office environment.