Customer Service Representative

Job Title: Customer Service Representative

Location: Carlsbad, CA

Position Type: Temporary

Hours: Monday-Friday, 8:00am-4:00pm OR 8:30am-4:30pm

Job Summary:

We are looking for a Customer Service & Order Processing Representative to join our team in Carlsbad, CA. This position is ideal for someone who is highly organized, detail-oriented, proactive, and comfortable taking ownership of customer orders from start to finish. Represent the company to its customers in a professional manner, and is knowledgeable about the company's products and services, and can intelligently deal with most customer situations.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Receive, review, process, and ship customer purchase orders accurately and efficiently.
• Enter and maintain customer orders in the company’s ERP/order management and other internal systems.
• Review POs for pricing, quantities, product numbers, shipping requirements, requested delivery dates, and other relevant details.
• Identify discrepancies between customer POs, quotes, pricing agreements, and internal records before processing orders.
• Coordinate with sales, third party warehouses, logistics carriers, and accounting to ensure orders move smoothly from receipt through delivery.
• Monitor open orders and proactively communicate any issues that could impact delivery.
• Provide customers with order confirmations, shipment information, tracking details, and other documentation as needed.
• Maintain accurate customer and order records.
• Master product knowledge and is able to apply it to customer's questions and specific needs.
• Inform customer of unit prices, shipping date, anticipated delays, and any additional information needed by customer.
• Complete order documentation with careful attention to detail and accuracy and maintains and follow up-to-date policy & procedures manuals.
• Handling customer complaints regarding product or service, or when necessary and appropriate, referring such complaints to designated departments for investigation and follow-through.
• Maintain and promote a positive team atmosphere.
• Attendance and dependability are essential job functions, you must report to work on time and accurately complete the daily duties assigned.
• Other duties as assigned.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Think critically rather than simply follow instructions.
• Take initiative and look for what needs to be done next.
• Be comfortable asking questions when something doesn't make sense.
• Follow up without needing to be reminded.
• Be comfortable working in a fast-paced environment where priorities can change.
• Take ownership of mistakes and work quickly to correct them.
• Understand that getting the customer an accurate answer is more important than simply responding quickly.
• Be willing to learn our products, customers, systems, and processes.

EDUCATION and/or EXPERIENCE

• High school diploma or general education degree (GED)
• 2+ years of experience in customer service, order processing, inside sales, sales support, or a similar role.
• Strong attention to detail and organizational skills.
• Excellent written and verbal communication skills.
• Strong computer skills and proficiency with Microsoft Office, particularly Excel and Outlook.
• Ability to manage multiple priorities and follow through on commitments.
• Ability to work independently while communicating effectively with a team.
• Professional, dependable, and customer-focused attitude.

LANGUAGE SKILLS

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

MATHEMATICAL SKILLS

Must be detail orientated and ability to add, subtract, multiply, and divide in all units of measure.

REASONING ABILITY

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
• The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually moderate.