Customer Service Representative

Key Responsibilities:

• Answer daily customer correspondence via telephone, email, and efax from international and domestic customers
• Assist customers with the full order cycle, from quote and order entry into the ERP system to fulfillment
• Create and send Pro-Forma Invoices, quote prices, and advise customers of product availability
• Work with Distribution to coordinate product movement and shipments
• Verify compliance with US Export regulations and Economic Sanctions regulations
• Investigate and resolve problems and complaints regarding fulfillment
• Maintain professionalism and positive rapport with customers
• Document customer feedback and complaints regularly in the Oracle ERP system
• Identify and communicate trends impacting customer experience
• Contribute to the creation of Customer Service Training Documents
• Assist Team Management with initiatives and projects as required
• Help translate and/or review translated documents
• Maintain updated knowledge of all company products and services

Qualifications Required:

• Bachelor's degree in any field
• Minimum 2 years of Customer service, Order to Cash, or related experience
• Fluency in English required
• Proficient use of Microsoft products (Excel, Word, Outlook)
• Able to work flexible hours when needed, including night shift starting 10PM
• Contact Center Experience - B2B or B2C
• Typing speed of minimum 40 words per minute