Customer Service Representative

Position Overview

The Customer Service Representative plays a vital role in delivering outstanding support and service by handling orders, updating account information, resolving customer questions, and collaborating with internal teams to ensure prompt and accurate fulfillment. This position acts as the main customer contact and supports daily service operations within a dynamic distribution environment. The role is primarily on-site in Memphis, Tennessee.

Key Responsibilities

• Respond to customer questions via phone, email, and other channels promptly and professionally.
• Provide precise details regarding products, pricing, order status, shipping, and programs.
• Foster strong customer relationships to enhance satisfaction.
• Address and resolve concerns, complaints, and account inquiries following company guidelines.
• Keep comprehensive records of all customer interactions and account activities.
• Assist customers with account creation, updates, and maintenance.
• Accurately process customer purchase orders and verify completeness before release.
• Prepare and send order acknowledgments.
• Manage order changes including quantity adjustments, product modifications, backorders, and shipment updates.
• Create packing lists, export documentation, and other necessary fulfillment paperwork.
• Coordinate with warehouse staff regarding order modifications and shipment documentation.
• Use open order reports to assist in order follow-ups.
• Process customer invoices correctly in line with company policies.
• Review shipping documents and packing lists to support billing.
• Match invoices with related order documents and manage filing systems.
• Assist customers with questions about billing and accounts.
• Support credit application processes by collecting relevant references and documents.
• Maintain accurate customer data, contacts, and account info in ERP, CRM, and similar systems.
• Enter and update customer, pricing, and order information accurately.
• Generate reports and retrieve necessary documentation.
• Answer and direct incoming telephone calls.
• Welcome visitors and provide general office assistance.
• Handle mail distribution and maintain filing and document storage systems.
• Manage office supply inventory and ordering.
• Prepare printed materials and customer literature.
• Support sales and other internal teams with customer-related documents and information.
• Collaborate with Sales, Warehouse, Operations, Accounting, and other departments to meet customer needs.
• Help resolve order discrepancies, shipment issues, and documentation problems.
• Contribute to efforts aimed at improving customer service processes and operational efficiency.

Qualifications

• High school diploma or equivalent required; additional education is a plus.
• At least 2 years of experience in customer service, ideally within distribution, manufacturing, or B2B settings.
• Excellent spoken and written communication skills.
• Strong organizational abilities and efficient time management.
• Detail-oriented with a focus on accuracy.
• Capable of managing several tasks in a fast-paced environment.
• Proficient with Microsoft Office tools.
• Experience with ERP, CRM, or order management software preferred.
• Effective problem-solving and customer relationship management skills.

Physical Requirements

• Ability to remain seated for long periods while working at a computer.
• Effective communication via phone and email.
• Occasional lifting or carrying of office supplies weighing up to 20 pounds.

Work Schedule and Location

This full-time position is based on-site in Memphis, TN. The working hours are Monday to Friday, 8 AM to 4 PM Central Standard Time. Additional hours may be necessary depending on business demands.