Customer Service Representative (CSR)Position Summary
The Customer Service Representative (CSR) serves as the primary point of contact between customers and the company, ensuring a seamless experience from order receipt through shipment, invoicing, and post-sale support. This role is responsible for managing customer orders, coordinating transportation and shipping activities, resolving invoice disputes, processing return authorizations, and supporting various administrative functions. The ideal candidate is highly organized, detail-oriented, and committed to delivering exceptional customer service.
Essential Duties and ResponsibilitiesCustomer Order Management
- Receive and process customer purchase orders.
- Review and issue order confirmations.
- Verify order accuracy, pricing, and delivery requirements.
- Communicate order status, lead times, and shipping updates to customers.
- Coordinate with internal departments to ensure timely order fulfillment.
Customer Support & Issue Resolution
- Serve as the primary contact for customer inquiries and support requests.
- Investigate and resolve customer invoice disputes in a timely and professional manner.
- Maintain strong customer relationships through excellent communication and responsiveness.
- Escalate complex issues as needed and follow through to resolution.
Shipping & Logistics Coordination
- Generate shipping documents including bills of lading, packing slips, and related paperwork.
- Arrange transportation with logistics providers.
- Coordinate domestic and international shipments as required.
- Monitor shipments and provide updates to customers and internal teams.
- Process and manage freight invoices for accuracy and approval.
Returns & Warranty Administration
- Create and process Return Material Authorizations (RMAs).
- Create and track Material Movement Requests (MMRs) or related internal documentation.
- Coordinate returned product logistics and documentation.
- Maintain accurate records of returned materials and disposition activities.
Invoicing & Financial Support
- Generate and process customer invoices.
- Ensure invoices are accurate and submitted in accordance with customer requirements.
- Assist with customer payment inquiries and account-related issues.
- Process customer credit applications and coordinate approval activities.
Spare Parts Support
- Process and coordinate spare parts orders.
- Generate shipping documentation for spare parts shipments.
- Communicate availability, pricing, and delivery schedules to customers.
- Ensure timely shipment and accurate fulfillment of parts orders.
Administrative Responsibilities
- Work with the office manager to maintain accurate customer records within ERP and CRM systems.
- Prepare reports and documentation as required.
- Support continuous improvement initiatives within customer service and operations processes.
- Perform other duties as assigned.
Required Qualifications
- High school diploma or equivalent required; associate degree preferred.
- 2+ years of customer service, order processing, logistics, or administrative experience preferred.
- Strong communication and interpersonal skills.
- Proficiency in QuickBooks and Microsoft Office, including Outlook, Excel, and Word.
- Strong attention to detail and organizational abilities.
- Ability to prioritize multiple tasks in a fast-paced environment.
- Problem-solving and conflict-resolution skills.
Preferred Qualifications
- Experience in manufacturing, distribution, or industrial environments.
- Knowledge of freight, shipping, and logistics processes.
- Familiarity with invoicing, credit applications, and customer account management.
Key Competencies
- Customer Focus
- Communication Skills
- Organization & Time Management
- Attention to Detail
- Problem Solving
- Teamwork & Collaboration
- Accountability
- Adaptability
Physical Requirements
- Prolonged periods of sitting and working at a computer.
- Occasional lifting of files, documents, or small packages up to 20 pounds.
- Ability to communicate effectively by phone, email, and in person.
The position will include a salary commensurate with experience estimated to be $45,000-$50,000 plus commission/bonus based upon sales. VoltAire provides a matching 401k retirement contribution and contribution to health insurance. If you are looking for a career with growth potential and are committed to personal and professional development, we have a great opportunity for you!
VoltAire is an equal opportunity employer and drug free facility. All candidate resumes and contact will remain strictly confidential.
Job Type: Full-time
Pay: $45,000.00 - $50,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Health insurance
- Paid time off
Work Location: In person
