E-Commerce Customer Service Representative/Order Entry

Position Summary:

Our fastener company is seeking a dedicated, punctual, and reliable Customer Service Representative to join our team. The ideal candidate will be a strong team player with excellent communication skills, committed to providing outstanding support by answering phone calls, emails, and live chat inquiries. Key responsibilities include generating and sending email quotes, accurately entering orders, resolving order issues, tracking shipments, ensuring timely order fulfillment, and maintaining detailed records of customer interactions to support a smooth and efficient customer experience, and calling customers to follow up on quotes.

Schedule:

Monday - Friday

Hours: 8am - 5pm

Key Responsibilities:

1. Customer Support:

• Respond to customer inquiries via phone, email, and live chat in a timely, friendly, and professional manner.

• Provide accurate information on product availability, pricing, and order status.

2. Quote Management:

• Generate accurate quotes based on customer specifications and send quotes via email promptly.

• Follow up with customers on pending quotes and address related questions or modifications.

3. Order Processing:

• Accurately enter orders into the system, ensuring all customer information is complete and correct.

• Track and manage order fulfillment, coordinating with internal teams as needed.

4. Order Fulfillment and Timely Shipping:

• Monitor orders to ensure they are processed and shipped out in a timely manner, meeting or exceeding customer expectations.

• Work with warehouse and logistics teams to prioritize shipments as needed and ensure all tracking information is provided to customers promptly.

5. Documentation and Notes:

• Document all customer interactions and enter detailed notes regarding communications, special requests, or issues into each order.

• Ensure order notes are clear and up-to-date for reference by team members.

6. Issue Resolution:

• Address and resolve customer concerns regarding order issues, including delays, incorrect shipments, and product discrepancies.

• Process returns, exchanges, and refunds as necessary, following company policies.

7. Logistics Support:

• Work with shipping partners to locate lost or delayed packages, keeping the customer informed throughout the process.

• Update records with shipping and tracking information for seamless customer communication.

8. Administrative Support:

• Maintain accurate customer records and support additional administrative tasks as assigned by the General Manager.

9. Teamwork and Reliability:

• Demonstrate reliability and punctuality by consistently being on time and dependable for shifts.

• Work collaboratively with the customer service and operations teams to achieve department and company goals

10. Flexibility for Additional Tasks:

• These are your main tasks, but you may be required to help with additional responsibilities outside of this job description as needed to support the team and ensure smooth company operations.

11. Calling Customers

• Calling existing customers to see if they are ready to re-order

Requirements:

• High school diploma or equivalent; additional education or certification in customer service is a plus.

• Proven experience in a customer service role, preferably in the manufacturing or distribution industry.

• Strong verbal and written communication skills, with attention to detail for generating quotes, order notes, and tracking orders.

• Ability to multitask, prioritize, and manage time effectively.

• Familiarity with order entry systems, ERP (Netsuite) and inventory software is a plus.

• Problem-solving skills with a proactive, customer-focused attitude.

Job Type: Full-time

Pay: From $55,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Customer Service: 1 year (Required)
• Ecommerce : 1 year (Required)
• Entering Orders: 1 year (Required)

Ability to Commute:

• Edison, NJ Required)

Work Location: In person