Customer Service Representative
Job Type: Full Time
Schedule: Mon- Fri 7am to 4pm, Alternating Saturdays
Pay: $19-$22/hr DOE
Benefits: Medical, Dental & Vision, 401k, 401k Matching
Purpose of the Position:
The Customer Service Representative provides administrative and customer service support to ensure efficient daily operations and positive customer experience. This position assists the sales with customer inquiries, order processing, estimates, payments, shipping coordination, and record-keeping. The Customer Service Representative also provides support to the on-site Sales Representative by assisting with larger customer accounts and serving as a secondary point of contact to help maintain accurate and timely order alignment. The position is expected to follow all company policies and procedures and promote a safe, professional, and customer-focused work environment.
Key Responsibilities
- Assist the on-site Sales Representative with larger customer accounts and provide ongoing support for account-related needs.
- Participate in Zoom calls and other virtual meetings with larger customer accounts alongside the Sales Representative as needed.
- Work closely with larger customer accounts to support ongoing communication, order coordination, follow-up, and customer service needs.
- Serve as a secondary point of contact for larger accounts and help maintain accurate and timely order alignment, including order status, product requirements, availability, shipping requirements, and customer timelines.
- Receives the public and answers questions in person, by email, and by telephone; responds to inquiries from employees and others and refers, when necessary, to the appropriate manager, co-worker, or department.
- Respond to customer inquiries regarding product specifications, features, pricing, and availability.
- Compose quotes, process orders, and create bills of lading and shipping labels.
- Assist customers in selecting appropriate products based on their needs.
- Resolve product-related concerns and escalate complex issues when necessary.
- Maintain up-to-date knowledge of company products and services.
- Follow all office safety policies and procedures.
- Process orders and receive payments.
Qualifications
- Successful completion of a pre-employment background check and drug screening required.
- Bilingual in English/Spanish preferred but not required.
- Prior logistics experience a plus.
- Detail-oriented, professional attitude, and reliable.
- Proactive, self-motivated, and able to take initiative without requiring constant direction.
- Strong problem-solving skills with the ability to identify issues, determine appropriate resolutions, and follow through to completion.
- Strong time-management and organizational skills with the ability to prioritize responsibilities, meet deadlines, and manage multiple tasks.
- Demonstrated ability to follow through on commitments and ensure tasks and customer needs are completed in a timely manner.
- Ability to follow or provide verbal and written instructions with sufficient grammar and spelling skills to avoid mistakes or misinterpretations.
- Strong interpersonal skills to support customer service and effective communication with customers, sales representatives, and internal departments.
- Mathematical and/or analytical ability for basic to intermediate problem solving.
Intermediate computer operation skills.
- Proficiency with Microsoft Excel, Word, and Outlook.
Work Authorization & Pre-Employment Requirements
This position requires successful completion of a pre-employment background check and drug screening, where permitted by law.
EEO Statement
Synthetic Grass Warehouse (SGW), a TenCate Company, is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status in accordance with applicable federal, state, and local laws.
