Customer Service Representative

Manage the customer experience including processing and entering customer data in an accurate and timely manner; maintain effective customer, sales and field service employee relationships; and strive for customer satisfaction by resolving issues in the most efficient and effective manner. Responsibilities include answering incoming customer service tickets, phone calls, and Teams messages using established guidelines; responding fully to requests from customers, sales reps and service reps; collaborating with other departments to resolve issues; maintaining ERP records; acting as an Account advocate by managing inquiries that require concierge handling; proactively communicating with customers about updates, changes, delays, and other important information; investigating and resolving billing concerns by tracing shipments, researching price differences and entering credit memos for approval; providing problem solving and continuous improvement to remove barriers affecting product quality, support, or on-time delivery; efficiently entering orders and addressing inquiries using standardized processes; completing and reviewing customer-specific reports; and recommending ideas to enhance the overall customer experience.