Job Details

Customer Service Representative (CSR)

Make an impact. Build relationships. Deliver exceptional service.

We're looking for a Customer Service Representative (CSR) who thrives on helping customers, solving problems, and collaborating with cross-functional teams to deliver a seamless customer experience. As the first point of contact for our customers, you'll play a critical role in ensuring satisfaction, accuracy, and long-term partnerships.

What You'll Do

Customer Experience & Account Support

• Serve as the primary point of contact for customer inquiries, orders, and support needs.
• Learn and support our Delivery Solution product offerings, acting as a trusted advisor to customers.
• Establish and maintain customer accounts and records in JDE and Salesforce.
• Process customer orders received directly or through Sales Representatives.
• Communicate order status, quotations, confirmations, changes, and address customer questions or concerns.
• Lead post-sales support to ensure a positive order experience, allowing Sales to focus on account growth.
• Share customer insights and recommendations with cross-functional teams including Sales, Category, and NPD.

Cross-Functional Collaboration

• Review and update order forms to ensure clarity and alignment across teams.
• Define and refine material handling and technology configurations, ensuring compatibility.
• Partner with Operations on project implementation to meet customer requirements and delivery timelines.
• Learn new products and features while updating SOPs and customer-facing documentation.
• Ensure product definitions, part lists, and images are accurately maintained.
• Maintain customer scorecards and track key performance metrics.
• Schedule and participate in quarterly business reviews (QBRs) with customers and internal teams.

Process Improvement & Optimization

• Coordinate corrective actions related to customer complaints and service requests.
• Analyze and process incoming orders and changes for accuracy (pricing, parts, shipping, and terms).
• Schedule shipping dates and support production and material planning.
• Optimize shipment loads, manage EDI orders, and document freight issues.
• Monitor and report customer lead-time performance.
• Propose creative, customer-focused solutions that align with business goals.

What We're Looking For

• Bachelor's degree or 5+ years of relevant professional experience.
• 3+ years of experience in material handling, supply chain, or a related field.
• Strong communication and relationship-building skills.
• Proven ability to multitask and solve problems in a fast-paced environment.
• Experience with CRM systems and Microsoft Office.
• Excellent attention to detail and organizational skills.
• Positive, customer-focused mindset.
• Ability to travel by air 1020% of the time.
• Ability to lift up to 25 lbs as needed.