Customer Service Representative

• Answer incoming calls promptly and professionally, targeting 100% of calls answered within three rings
• Respond to customer emails within approximately 2 hours during business hours
• Respond to live chat enquiries within 1–2 minutes
• Monitor voicemail and return calls within 1–2 hours during business hours
• Handle customer questions, concerns, and escalated issues
• Provide accurate product, availability, lead-time, and delivery information
• Recommend alternative products based on cost, availability, and specifications
• Collaborate with Order Entry, Accounting, Purchasing, Sales, and Operations
• Communicate with vendors and Purchasing about shipment dates and delivery information
• Monitor scheduled shipments and follow up or expedite orders when required
• Contact carriers to reroute, stop, or expedite freight
• Follow up with customers after sales to ensure satisfaction and address concerns
• Follow up on enquiries within 1–2 hours and work toward resolution within 24 hours
• Escalate second replacement requests for the same item to the Quality team
• Maintain accurate customer information and records
• Manage time and meet individual performance expectations
• Collaborate with colleagues across the organisation
• Complete other customer service or administrative duties as required

• High School Diploma or GED
• 2+ years of customer service experience
• Excellent verbal and written communication skills
• Strong customer service and relationship-building skills
• Excellent attention to detail and accuracy
• Ability to prioritize and manage multiple tasks effectively
• Comfortable working in a fast-paced environment
• Strong problem-solving skills and a proactive approach to customer issues
• Ability to communicate effectively with individuals at all levels of an organization
• Ability to work independently while also contributing effectively within a team
• Computer, 2 monitors, HDMI cables, mouse, keyboard, and headset to take calls
• Experience working within a manufacturing or distribution environment preferred
• Experience using ERP systems preferred
• Previous experience in a customer-facing role involving order management, logistics or product support preferred
• Availability to work Monday–Friday, 7:00 AM–3:30 PM Central Time

• 100% remote work
• $50 birthday bonus
• $200 testimonial bonus
• $500 entry monthly raffle
• No tracker
• Equipment requirements listed: computer, 2 monitors, HDMI cables, mouse, keyboard, and headset to take calls