POSITION SUMMARY
The Customer Service Associate serves as a primary point of contact for customers and internal stakeholders by providing exceptional customer service, coordinating customer requests, resolving issues, and supporting order fulfillment activities. This position partners closely with Sales, Warehouse, Transportation, and Administrative teams to ensure accurate communication, timely delivery coordination, and effective resolution of customer concerns.
The successful candidate demonstrates professionalism, accountability, attention to detail, and a commitment to delivering a positive customer experience consistent with Webco's mission, values, and service standards.
ESSENTIAL FUNCTIONS
Customer Service & Customer Relations
- Respond to customer inquiries via phone, email, and other communication channels in a professional, courteous, and timely manner.
- Research, troubleshoot, and resolve customer concerns while maintaining a high level of customer satisfaction.
- Serve as a liaison between customers and internal departments to ensure effective communication and issue resolution.
- Maintain positive working relationships with customers, vendors, and business partners.
- Provide accurate information regarding orders, deliveries, inventory availability, and service-related matters.
Order Management & Delivery Coordination
- Schedule and coordinate customer delivery appointments with Warehouse and Transportation teams.
- Manage appointment changes and communicate updates to customers, distribution centers, and retail partners.
- Communicate holiday schedules, service changes, and delivery updates to internal and external stakeholders.
- Resolve post-delivery issues including shortages, damages, returns, credits, and service discrepancies.
- Ensure customer claims are documented, investigated, and resolved within established service standards.
Administrative Support
- Establish and maintain customer records within company systems.
- Enter, verify, and update customer and order information accurately and timely.
- Maintain organized records, files, and documentation in accordance with company procedures.
- Prepare reports, correspondence, and supporting documentation as required.
- Support quality assurance activities, audits, and reporting requirements.
Cross-Functional Collaboration
- Collaborate with Sales, Operations, Warehouse, Transportation, Accounting, and Administrative teams to support customer and business needs.
- Promote effective communication across departments to ensure seamless service execution.
- Identify opportunities to improve customer service processes and operational efficiency.
- Participate in meetings, training programs, and continuous improvement initiatives.
Additional Responsibilities
- Perform related duties and special projects as assigned that are consistent with the nature and level of the position.
- Support business operations during peak periods, holidays, or operational changes as needed.
QUALIFICATIONS
Required Education
- High school diploma, GED, or equivalent combination of education and experience.
Required Knowledge, Skills, and Abilities
- Proficiency with Microsoft 365 applications, including Outlook, Excel, Word, and Teams.
- Strong customer service, communication, and problem-solving skills.
- Strong organizational skills and attention to detail.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Ability to communicate effectively with individuals at all levels of the organization.
- Ability to maintain confidentiality and exercise sound judgment.
- Ability to learn and effectively utilize company software systems and technology platforms.
PHYSICAL REQUIREMENTS
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position.
- Frequently remains in a stationary position while working at a computer workstation.
- Frequently operates a computer, telephone, and other office equipment.
- Occasionally moves throughout office and warehouse environments.
- Occasionally lifts, carries, pushes, or moves items weighing up to 20 pounds.
- Must be able to communicate effectively in person, by telephone, and through electronic communication methods.
- Must be able to view and interpret information on computer screens and written materials.
WORK ENVIRONMENT
- Primarily performed in an office environment with periodic interaction in warehouse operational areas.
- Exposure to normal warehouse conditions, including noise, moving equipment, and varying temperatures, may occur.
- Work may involve multiple priorities, deadlines, and frequent interaction with customers and internal stakeholders.
WORK SCHEDULE
- Generally Monday through Friday during normal business hours.
- Occasional overtime, weekend, or holiday work may be required based on business needs.
EQUAL EMPLOYMENT OPPORTUNITY
Webco is committed to providing equal employment opportunities to all employees and applicants. Employment decisions are based on business needs, job requirements, and individual qualifications without regard to any legally protected characteristic under applicable federal, state, or local law. Webco provides reasonable accommodations to qualified individuals with disabilities and for sincerely held religious beliefs, practices, or observances, consistent with applicable law.
DISCLAIMER
This job description is intended to describe the general nature and level of work performed by individuals assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Webco reserves the right to modify, add, or remove duties and responsibilities as business needs change.
Nothing in this job description alters the at-will employment relationship between Webco and its employees.
Pay: From $20.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
