Customer Service Representative

Job Summary

We are looking for a customer-focused Customer Service Representative to deliver exceptional support across multiple communication channels, including phone, email, social media, retailer websites, and traditional mail. The ideal candidate will be responsible for resolving customer inquiries, processing orders and replacements, coordinating with internal teams and shipping carriers, and ensuring all customer interactions are accurately documented in Zendesk CRM.

This role requires excellent communication skills, attention to detail, strong problem-solving abilities, and the ability to thrive in a fast-paced environment.

Key Responsibilities

• Provide exceptional customer support via phone, email, social media, retailer websites, and mail.
• Respond to customer inquiries related to products, pricing, shipping status, and basic product assembly.
• Document all customer interactions, complaints, and resolutions accurately using Zendesk CRM.
• Process replacement part and product orders while ensuring complete and accurate information.
• Monitor and follow up on orders with delayed shipping movement.
• Coordinate with internal shipping teams regarding order status and shipment tracking.
• Communicate with UPS and FedEx to resolve shipping-related concerns.
• Process customer payments and refunds through the Merchant Center.
• Analyze customer inquiries and identify recurring issues or trends.
• Escalate complex customer concerns and claims to the appropriate supervisor.
• Maintain professionalism and deliver a positive customer experience at every interaction.
• Collaborate with cross-functional teams to meet customer service goals.
• Adapt to new products, systems, and business processes as required.
• Utilize Zendesk CRM, Microsoft Office, Microsoft Access, Outlook, and AS400/JD Edwards to perform daily responsibilities.

Qualifications

Required

• Bachelor's degree preferred or equivalent work experience.
• At least 1–3 years of experience in Customer Service, Customer Support, or Contact Center operations.
• Excellent verbal and written English communication skills.
• Strong customer service, interpersonal, and problem-solving skills.
• Ability to multitask and work efficiently in a fast-paced environment.
• Highly organized with strong attention to detail.
• Proficient in Microsoft Office applications (Word, Excel, Outlook).
• Experience using CRM platforms (Zendesk preferred).

Preferred

• Experience using Zendesk CRM.
• Experience with AS400/JD Edwards ERP.
• Experience handling shipping inquiries, order management, replacements, refunds, or logistics coordination.
• Familiarity with UPS and FedEx shipping processes.

Technical Skills

• Zendesk CRM
• Microsoft Office Suite
• Microsoft Access
• Outlook
• AS400/JD Edwards (preferred)
• Merchant Center
• Order Processing
• Shipping Coordination
• Customer Support
• Data Entry

Core Competencies

• Customer Service Excellence
• Effective Communication
• Problem Solving
• Attention to Detail
• Organization
• Time Management
• Team Collaboration
• Adaptability
• Multitasking