Associate Representative - Customer Service

CSS; New Brighton (MN); On-site; USD 42,000 - 52,000; Full time

Job summary

CSS is seeking an Associate Representative - Customer Service to respond to inquiries by phone, email, or walk-ins and resolve routine problems. You will analyze service needs, coordinate with other departments for follow-up, and ensure accurate invoicing and order processing.

The role emphasizes strong customer communication, problem-solving, and the ability to build lasting client relationships in a fast-paced environment.

Qualifications

• Strong written and verbal communication skills.
• Ability to analyze customer needs and resolve issues.
• Experience in a customer-facing role preferred.
• Basic computer skills and familiarity with standard software.

Responsibilities

• Respond to customer inquiries by phone, email, or walk-ins to provide information or resolve issues.
• Handle and resolve complaints, special orders, or returns via phone or mail.
• Obtain and examine information to assess validity of complaints and determine causes.
• Process orders and provide information on pricing, service changes, and shipping.
• Maintain records of customer interactions and actions taken; refer unresolved issues to appropriate departments.

Skills

Communication skills

Customer service

Problem solving

Time management

Relationship building

Sales experience

Education

High School Degree or Equivalent

Associate degree / College Diploma preferred (US/Canada)

Job description

As an Associate Representative - Customer Service, you will respond to customer inquiries by telephone, e‑mail and/or walk‑ins to provide inquiry or problem resolution. You will resolve routine and basic problems and communicate solution or requested information to the customer. You will analyze a customer’s service needs and refer to other service or technical departments for follow up as needed.

Responsibilities:

• Interacts with customers by phone or in person to provide information and to ensure best service possible.
• Handles and resolves customer complaints, special orders, or returns, via phone or mail.
• Obtains and examines all relevant information to assess validity of complaints and to determine possible causes.
• Receives and processes orders, provides information concerning pricing, changes in service, discontinuance, and shipping.
• Keeps records of customer interactions and transactions, records details of inquiries, complaints, comments, and actions taken.
• Refers unresolved customer grievances to designated departments for further investigation.
• Completes customer invoicing.
• Identifies additional product or service opportunities with existing or potential clients, and determines with customer sales and service manager, whether customer sales and service or outside sales should manage opportunity.
• Maintains regular contact with existing clients, continually working to understand new or existing "pains" and needs and developing strategies to address those pains.
• Prepares for, attends, and participates in weekly sales meetings.
• Remains current on industry trends, market activity and competitor products.

Qualifications:

• High School Degree or Equivalent required; Associate degree (U.S.)/College Diploma (Canada) preferred
• 0-2 years of relevant experience
• 1 year of sales experience preferred
• Direct Sales (B2B) experience preferred
• Strong knowledge of retail and wholesale sales principles, methods, practices, and techniques preferred
• Knowledge of principles and processes for providing customer and personal services including, customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
• Ability to build working relationships with other functional areas to best support mutual objectives
• Basic problem‑solving skills and ability to analyze information in order to provide excellent service to internal and external customers
• Ability to research and resolve customer issues
• Strong written and verbal communication skills
• Basic computer skills
• Ability to effectively prioritize and execute tasks
• Ability to build and maintain long‑term relationships with customers

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