Customer Service Representative

Young Innovations; Charlotte (NC); On-site; USD 36,000 - 52,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k)

Parental leave

Paid holidays

Paid time off

Disability insurance

Employee assistance program

Job summary

Young Innovations in Charlotte, NC is seeking a Customer Service Representative to provide quality service to a diverse customer base via phone, email, and fax. You will respond to inquiries, place orders, and coordinate repairs/returns, while maintaining accurate customer records in ERP/CRM systems.

This role requires multitasking, strong communication, and a detail-oriented approach to ensure customer satisfaction and smooth operations across departments.

Qualifications

• Provide superior customer service via phone, email, and fax.
• Respond to inquiries, place orders, and set up repairs/returns.
• Coordinate product information and problem solve with customers.

Responsibilities

• Provide superior customer service through inbound calls, email, and faxes.
• Support customers through solutions including order processing, pricing, and account changes.
• Coordinate product return/repair, log complaints, and track shipments.
• Create and maintain customer records in ERP and CRM systems.
• Achieve all goals and metrics as assigned.
• Assist with administrative duties and reporting as needed.

Skills

Multitasking

Communication

Problem solving

Attention to detail

Tools

ERP system

CRM database

Job description

Company Summary

At Young Innovations, we foster a dynamic environment where team members make an impact every day as part of a collaborative, inclusive culture. Together, we serve the dental profession and their patients, united in our mission of achieving a Lifetime of Oral Health™

Company Summary

At Young Innovations, we foster a dynamic environment where team members make an impact every day as part of a collaborative, inclusive culture. Together, we serve the dental profession and their patients, united in our mission of achieving a Lifetime of Oral Health™

We embrace diverse perspectives and encourage bold thinking, challenging traditional approaches with a bias for action. Whether you’re looking to expand your skills or grow your career, Young is here to support your goals and continuous learning. At Young, YOU are at the core of what we do.

Position Overview

The primary focus of the Customer Service Representative is to provide quality service to our customers. The CSR will effectively communicate with a diverse customer base via phone, email, and fax to respond to inquiries, place orders, problem solve, obtain information, set‑up repairs/returns, and communicate product information; as well as perform related duties as required.

You’ll Like This Role If

• You’ll like this role if you enjoy staying busy, solving problems, and making someone’s day easier.
• You’re someone who can juggle calls, emails, and tasks while keeping a positive attitude and strong attention to detail.
• If you like learning products, working with a team, and seeing your work directly impact customers, this is a great fit.

Why You’ll Love Working Here

• Medium sized company – not too big, not too small – just enough to get things done and see your impact.
• Did we say benefits? Full medical, dental, vision, 401k, parental leave, paid holidays, paid time off, short & long term disability insurance, employee assistance program, and more!
• Your work matters – you’ll play a key role in supporting customers and keeping operations running smoothly.

Who You’ll Work With

• You’ll report to the Customer Service Manager and work closely with a collaborative team of Customer Service Representatives, as well as cross‑functional partners in Operations, Sales, and other internal teams.

What You’ll Do

• Provide superior customer service through effectively responding to all inbound customer calls, email, and faxes.
• Support customers through providing solutions including
  • Accurate order processing and pricing functions in the ERP system
  • Changes to accounts
  • Order inquiries such as tracking information and product ETAs
  • Product advice/knowledge
  • Coordinate product return/repair support including logging product and service complaints in a timely and professional manner
  • Communication of product availability information
• Provide outbound communication as necessary to resolve or follow‑up on issues.
• Utilize all available tools, including ERP system and CRM database, to accurately carry‑out day‑to‑day tasks and responsibilities.
• Accurately obtain custom shipment or expedited freight requests from customers, notate and set‑up orders as appropriate in ERP system, and coordinate successful completion of the shipment with the Operations team.
• Accurately create and maintain customer records in ERP and CRM systems, including order preferences, product specific feedback, address information, billing information, and contact preferences.
• Responsible for achieving all goals and metrics as assigned.
• Related Duties
  • Customer Service Administrative duties, including web, fax, mail, or Fulfillment Center order entry, and creation and/or analysis of basic system‑based reports.
  • Participation in special projects as assigned.
  • Run reports as needed.
  • Assists/backs‑up peers.