CUSTOMER SERVICE

The Helmsman Group LLC; Louisville (KY); Remote; USD 32,000 - 52,000; Full time

Job summary

The Helmsman Group LLC is seeking a remote Customer Service Representative — Sales & Order Support to assist customers from inquiry through fulfillment and post-sale support. You will process orders, provide pricing details, and coordinate with internal teams to ensure a positive experience.

Responsibilities include handling inquiries, assisting product selection, entering orders, and maintaining records in CRM/ERP systems while aiming for high accuracy and timely delivery.

Qualifications

• High school diploma or equivalent required.
• Associate or bachelor’s degree in Business Administration, Sales, Marketing, or related field preferred.
• 1–3 years of experience in customer service, sales support, order processing, inside sales, or a related role.
• Strong customer service and communication skills.
• Excellent attention to detail and data-entry accuracy.
• Experience processing customer orders and maintaining customer records.
• Strong organizational and time-management skills.
• Ability to manage multiple orders, customers, and priorities simultaneously.
• Basic proficiency with Microsoft Office, particularly Excel and Outlook.
• Experience with CRM, ERP, or order management systems preferred.

Responsibilities

• Respond to customer inquiries regarding products, services, pricing, availability, promotions, and order status.
• Assist customers with product selection based on needs and preferences.
• Process new customer orders accurately through phone, email, online platforms, CRM systems, or order management systems.
• Verify customer information, product details, quantities, pricing, shipping information, discounts, and payment terms.
• Review orders for accuracy and completeness before fulfillment.
• Enter and maintain accurate customer and order information in CRM and order management systems.
• Provide customers with order confirmations, invoices, and shipping information.
• Monitor order status from placement through fulfillment and delivery.
• Coordinate with Sales, Warehouse, Logistics, Shipping, Billing, and Operations teams to ensure timely order fulfillment.
• Track backorders, delayed shipments, product availability, cancellations, returns, and exchanges.
• Resolve order discrepancies involving pricing, quantities, products, shipping, billing, or delivery.
• Process approved order changes, cancellations, returns, credits, refunds, and replacements.
• Follow up with customers regarding pending orders and open issues.
• Provide accurate product and service information while upselling and cross-selling.
• Support sales reps with quotes, order entry, and documentation.

Skills

Customer Service

Order Processing

Sales Support

CRM / ERP Systems

Data Entry

Communication

Education

High school diploma

Associate or bachelor’s degree in Business Administration, Sales, Marketing, or related field preferred

Tools

CRM systems

Order management systems

Microsoft Excel

Job description

Job Title: Customer Service Representative

Job Type: (Remote)

Job Summary

The Customer Service Representative — Sales & Order Support is responsible for supporting customers throughout the sales and order process, from product inquiries and order placement through fulfillment and post-sale support. This position processes customer orders accurately, provides product and pricing information, coordinates with internal departments, resolves order-related issues, and ensures a positive customer experience.

Key Responsibilities

• Respond to customer inquiries regarding products, services, pricing, availability, promotions, and order status.

• Assist customers with product selection based on their needs, preferences, and requirements.

• Process new customer orders accurately through phone, email, online platforms, CRM systems, or order management systems.

• Verify customer information, product details, quantities, pricing, shipping information, discounts, and payment terms.

• Review orders for accuracy and completeness before submitting them for fulfillment.

• Enter and maintain accurate customer and order information in CRM and order management systems.

• Provide customers with order confirmations, invoices, shipping information, and other required documentation.

• Monitor order status from placement through fulfillment and delivery.

• Coordinate with Sales, Warehouse, Logistics, Shipping, Billing, and Operations teams to ensure timely order fulfillment.

• Track backorders, delayed shipments, product availability, cancellations, returns, and exchanges.

• Resolve order discrepancies involving pricing, quantities, products, shipping, billing, or delivery.

• Process approved order changes, cancellations, returns, credits, refunds, and replacements.

• Follow up with customers regarding pending orders, backorders, delayed shipments, or other open issues.

• Provide accurate product and service information while identifying opportunities for upselling and cross-selling.

• Support sales representatives with quotes, order entry, customer documentation, and order follow-up.

• Maintain accurate customer records, sales information, order history, and communication records.

• Respond promptly to customer questions and provide regular updates on order progress.

• Escalate complex pricing, inventory, fulfillment, billing, or customer issues to the appropriate department or supervisor.

• Monitor open orders and proactively identify issues that could affect customer satisfaction or delivery timelines.

• Maintain knowledge of products, services, pricing structures, promotions, sales policies, and order procedures.

• Ensure all customer and order information is handled securely and confidentially.

• Meet established customer service, order accuracy, response-time, productivity, and service-level targets.

• Identify recurring order issues and recommend improvements to sales and order-processing procedures.

• Participate in training, quality assurance, customer service reviews, and process improvement initiatives.

Qualifications

• High school diploma or equivalent required.

• Associate or bachelor's degree in Business Administration, Sales, Marketing, or a related field preferred.

• 1–3 years of experience in customer service, sales support, order processing, inside sales, or a related role.

• Strong customer service and communication skills.

• Excellent attention to detail and data-entry accuracy.

• Experience processing customer orders and maintaining customer records.

• Strong organizational and time-management skills.

• Ability to manage multiple orders, customers, and priorities simultaneously.

• Basic proficiency with Microsoft Office, particularly Excel and Outlook.

• Experience with CRM, ERP, or order management systems preferred.

Preferred Qualifications

• Experience with Salesforce, Microsoft Dynamics, SAP, Oracle, NetSuite, or similar systems.

• Experience in sales administration, order management, or customer account support.

• Knowledge of inventory, shipping, fulfillment, and billing processes.

• Experience preparing quotes, sales orders, invoices, or customer documentation.

• Experience with e-commerce or online order management systems.

• Experience handling returns, exchanges, refunds, and product replacements.

• Experience with upselling and cross-selling.

• Bilingual or multilingual communication skills where required.

Key Skills

• Sales & Order Support

• Customer Service

• Order Processing

• Order Management

• Sales Support

• Customer Account Management

• Product Knowledge

• Pricing & Quotation Support

• Order Entry

• Order Tracking

• Inventory Coordination

• Shipping & Delivery Support

• Returns & Exchanges

• Refund & Credit Processing

• Upselling & Cross-Selling

• CRM / ERP Systems

• Data Entry & Validation

• Problem Solving

• Complaint Resolution

• Cross-Functional Coordination

Core Competencies

• Customer Focus: Ability to provide responsive, professional support throughout the customer purchasing and order experience.

• Order Accuracy: Ability to accurately process orders, pricing, quantities, customer information, and delivery requirements.

• Sales Support: Ability to identify customer needs and support sales opportunities through product recommendations, upselling, and cross-selling.

• Problem Solving: Ability to investigate and resolve order, fulfillment, shipping, and billing issues.

• Communication: Ability to clearly communicate order information, product details, timelines, and resolutions to customers.

• Organization: Ability to manage multiple orders, customer requests, follow-ups, and deadlines.

• Attention to Detail: Ability to identify errors or discrepancies before they affect order fulfillment or customer satisfaction.

• Cross-Functional Collaboration: Ability to coordinate effectively with Sales, Operations, Warehouse, Logistics, Billing, and other internal teams.

• Customer Relationship Management: Ability to maintain accurate customer records and build positive, long-term customer relationships.