Customer Service Representative

The Customer Service Representative provides exceptional service and support to customers by processing orders, maintaining account information, resolving inquiries, and coordinating with internal departments to ensure accurate and timely fulfillment of customer needs. This role serves as a primary point of contact for customers and supports daily customer service operations in a fast-paced distribution environment.This is an on-site position at our Memphis TN location.

Essential Duties and Responsibilities

Customer Service

• Respond to customer inquiries via phone, email, and other communication channels in a timely and professional manner.
• Provide accurate product, pricing, order status, freight, and program information to customers.
• Build positive customer relationships and promote customer satisfaction.
• Address and resolve customer concerns, complaints, and account inquiries within established guidelines.
• Maintain detailed records of customer interactions and account activity within company systems.
• Support customers with account setup, updates, and maintenance.

Order Processing

• Process customer purchase orders accurately and efficiently.
• Review orders for completeness and accuracy prior to release.
• Prepare and distribute order acknowledgements.
• Handle order revisions, including quantity changes, product additions or removals, backorders, and shipping updates.
• Prepare packing lists, export documentation, and other paperwork required for order fulfillment.
• Coordinate with warehouse personnel regarding order changes and shipment documentation.
• Review open order reports and assist with order follow-up activities.

Invoicing and Account Support

• Process customer invoices accurately and according to company procedures.
• Review shipping documentation and packing lists to support invoicing activities.
• Match invoices with supporting order documentation and maintain filing systems.
• Assist customers with billing questions and account-related inquiries.
• Support credit application processing by gathering required references and documentation.

Customer Records and Systems

• Maintain accurate customer records, contact information, and account details in ERP, CRM, and related business systems.
• Enter and update customer, pricing, and order data.
• Ensure customer information is current and properly documented.
• Generate reports and retrieve documentation as needed.

Administrative Support

• Answer and route incoming telephone calls.
• Welcome visitors and provide general office support.
• Distribute mail and correspondence as assigned.
• Maintain files, records, and document storage systems.
• Assist with office supply inventory and ordering.
• Prepare printed materials and customer literature as needed.
• Support sales representatives and internal departments with customer-related information and documentation.

Cross-Functional Coordination

• Work closely with Sales, Warehouse, Operations, Accounting, and other departments to ensure customer needs are met.
• Assist in resolving order discrepancies, shipment issues, and documentation concerns.
• Support efforts to improve customer service processes and operational efficiency.

Qualifications

• High school diploma or equivalent required; additional education preferred.
• Minimum of 2 years of customer service experience, preferably in a distribution, manufacturing, or business-to-business environment.
• Strong verbal and written communication skills.
• Excellent organizational and time management abilities.
• Strong attention to detail and accuracy.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Proficient in Microsoft Office applications.
• Experience with ERP, CRM, or order management systems preferred.
• Strong problem-solving and customer relationship skills.

Physical Requirements

• Ability to sit for extended periods while working at a computer.
• Ability to communicate effectively by phone and email.
• Occasionally lift and carry office materials up to 20 pounds.

Job Type

Full-Time

Schedule

Monday through Friday, 8-4 CST. Additional hours may be required based on business needs.