Customer Service Representative
On-siteSan Antonio, Texas, United States
Job Summary
Answer customer inquiries via phone, email, and chat while managing approximately 25 inbound calls daily and 30% of incoming email inquiries. Process domestic sales orders, claims, and sample requests in SAP, ensuring accurate pricing and shipping instructions with minimal errors. Coordinate order fulfillment with production and logistics, monitor order status, and proactively communicate updates or delays. Investigate and resolve order discrepancies, shipping issues, and product complaints in collaboration with Quality Assurance and Sales. Initiate and manage claims for credits, returns, or replacements, and follow up with customers to confirm resolution and satisfaction. Crosstrain as backup support for the Fleet/OEM and Australia Region while providing feedback on recurring issues and process improvements.
Required Qualifications
- High School diploma or GED
- Min. 2 years of relevant experience delivering client-focused solutions via phone, email, and chat
- Strong communication skills (listening, verbal, written, interpersonal)
- *This is an onsite position in San Antonio, TX. Local applicants only*
Desired Qualifications
- SAP/ ERP system experience
- Hub Spot/CRM experience
- Microsoft Office ®, specifically Word and Excel, at a basic proficiency level
- Bilingual Spanish
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