Customer Service Assoc

Major Areas of Responsibility / Essential Functions



* Build strong relationships with customers by providing superior service and attending to their needs in a polite, timely, and friendly manner.


* Process customer orders and follow up to ensure fulfillment.


* Analyze customers' needs and respond directly or refer to other departments as appropriate.


* Provide updates to internal teams on customer needs and factors that contribute to customer satisfaction; may support customers that are more complex or critical or assist with customer relationship building.


* Perform multiple tasks in a fast-paced work environment.


* Exercise sound judgment in resolving order exceptions, fulfillment challenges, pricing discrepancies, and customer accommodation requests within established guidelines.

Specific Responsibilities



* Receive and process a high volume of order requests from customers via telephone, chat, and e-mail, maintaining 99.8% accuracy in a fast-paced environment.


* Enter orders into the order management/ERP system (NetSuite), arrange payment and shipping, and generate invoices.


* Process credit card payments in a timely manner.


* Assist customers with RMAs and warranties, and act as a customer care advocate for critical accounts, managing escalations through resolution by coordinating with Sales, Operations, Logistics, Engineering, and Finance as needed.


* Demonstrate knowledge of the complete product line when assisting customers with product selection and orders.


* Apply familiarity with ERP or CRM systems such as Salesforce, Siebel, NetSuite, or similar platforms.


* Support customer procurement platforms including Coupa, Ariba, SAP, and EDI by troubleshooting transaction issues and ensuring successful order processing.


* Investigate recurring customer, order, fulfillment, invoicing, and onboarding issues; identify root causes and recommend corrective actions and process improvements.


* Maintain and update departmental procedures, workflows, templates, and customer service documentation to support consistency, operational effectiveness, and team communication.


* Review order entries, transactions, and processes for accuracy using established checklists; support initiatives designed to reduce errors and improve quality.

Required Knowledge, Skills and Abilities



* High level of accuracy and attention to detail, with a demonstrated ability to ensure proper billing, invoicing, and shipment procedures, maintaining 99.8% accuracy in order entry.


* Minimum of 2 years of experience in order entry, invoicing, or customer service roles requiring high data accuracy.


* Moderate proficiency in Microsoft Excel, including data entry, basic formulas, and data review.


* Awareness and practical use of Claude or equivalent AI-assisted tools to improve efficiency, documentation, or customer support processes.


* Excellent verbal and written communication...