Customer Service Representative

Express Employment Professionals - Cincinnati East; City of Rochester (NY); On-site; USD 38,000 - 52,000; Full time

Job summary

Express Employment Professionals is hiring a Customer Service Representative for a client in the Rochester, NY area. This opportunity is ideal for someone who enjoys helping customers, managing details, and coordinating orders from entry through delivery.

You will serve as a key point of contact for customers, provide order and shipping updates, and work closely with production and quality teams to support timely, accurate order fulfillment.

Qualifications

• Minimum 2 years of customer service in an administrative setting.
• Excellent phone etiquette and strong written and verbal communication skills.
• Ability to navigate computer databases and customer websites.
• Strong attention to detail with accurate data entry.

Responsibilities

• Enter and acknowledge customer purchase orders, including orders received through Electronic Data Interchange (EDI).
• Review customer schedules to ensure orders remain active and align with Estimated Annual Usage (EAU).
• Monitor customer websites for purchase orders, schedule changes, quote requests, and quality updates.
• Respond to customer questions regarding orders, products, shipping, and delivery.
• Communicate shipment updates daily and proactively notify customers of delays.
• Track shipments and monitor on-time delivery performance.
• Complete Advance Ship Notices (ASNs) when products ship.
• Prepare expediting reports and follow up on outstanding orders.
• Maintain accurate customer files, order records, and database information.
• Coordinate Return Material Authorizations (RMAs) with the quality department.
• Provide proof of delivery to assist with invoice discrepancies.
• Collaborate with internal departments to resolve customer concerns.

Skills

Customer service

Communication skills

Data entry

Organization

Multitasking

Phone etiquette

Tools

EDI systems

Job description

Customer Service Representative – Order Management

Express Employment Professionals is hiring a Customer Service Representative for a client in the Rochester, NY area! This opportunity is ideal for someone who enjoys helping customers, managing details, and coordinating orders from entry through delivery.

In this role, you will serve as a key point of contact for customers, provide order and shipping updates, and work closely with production and quality teams to support timely, accurate order fulfillment.

Key Responsibilities

• Enter and acknowledge customer purchase orders, including orders received through Electronic Data Interchange (EDI).
• Review customer schedules to ensure orders remain active and align with Estimated Annual Usage (EAU).
• Monitor customer websites for purchase orders, schedule changes, quote requests, and quality updates.
• Respond to customer questions regarding orders, products, shipping, and delivery.
• Communicate shipment updates daily and proactively notify customers of delays.
• Track shipments and monitor on-time delivery performance.
• Complete Advance Ship Notices (ASNs) when products ship.
• Prepare expediting reports and follow up on outstanding orders.
• Maintain accurate customer files, order records, and database information.
• Coordinate Return Material Authorizations (RMAs) with the quality department.
• Provide proof of delivery to assist with invoice discrepancies.
• Collaborate with internal departments to resolve customer concerns.

Qualifications

• Minimum of 2 years of customer service experience in an administrative or office setting.
• Excellent phone etiquette and strong verbal and written communication skills.
• Ability to navigate computer databases and customer websites.
• Strong attention to detail and accurate data entry skills.
• Excellent organizational and clerical skills.
• Ability to manage multiple priorities and follow through on customer requests.