Customer Service Representative

Sonny's Enterprises, LLC; Florida; On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Employer-paid medical plan

Short-Term Disability coverage

401(k) plan with company match

Voluntary employee-paid benefits

Job summary

Sonny's Enterprises in Florida is seeking a Customer Service Representative II to ensure excellent service through accurate order processing and interdepartmental coordination. This full-time, on-site role involves resolving inquiries, maintaining customer relationships, and supporting warranty/returns operations.

Hours are 8:00 am to 5:00 pm with potential for additional hours. Candidates should have 3–5+ years in customer service and experience with SAP and order-entry systems.

Qualifications

• 3-5+ years of customer service experience is required.
• 2+ years in tech support / troubleshooting preferred.
• Inside Sales experience is a plus.
• Experience with SAP System and databases is preferred.
• Experience with sales order entry is required.
• Strong multi-tasking and time-management skills are essential.

Responsibilities

• Provide exceptional customer service and open customer accounts.
• Maintain customer records and update account information.
• Resolve product or service problems by clarifying issues and guiding solutions.
• Assist Warranty/Returns team with orders and requests.
• Communicate with customers via phone, email, or live chat.
• Escalate complex issues to the helpdesk queues as needed.
• Keep updated on product knowledge and procedures.
• Record trends and feedback for process improvements.

Skills

Customer service

Time management

Prioritization

Phone etiquette

Problem solving

Education

High School diploma or GED

Tools

SAP System

Database & Query Software

Sales order system

Office equipment

Job description

Sonny's Enterprises is the world's largest manufacturer of conveyorized car wash equipment, parts, and supplies. We are the industry leader, recognized and awarded by the International Car Wash Association for innovating new technologies to advance the industry with products proudly designed and built in the USA. Our culture thrives on finding new and better ways to accelerate what’s next. We embrace change and the opportunity it produces to maximize the potential of our most valuable resource — our PEOPLE! We invite you to explore our opportunities and grow your career with us.

The Customer Service Representative II (CSR) will ensure delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquiries. Provides advanced-level customer support by resolving customer inquiries and applies in-depth product and policy knowledge. Builds and maintains business relationships with customers by providing prompt and accurate service to ensure customer satisfaction and to promote loyalty. This position requires full-time, on‑site attendance at the designated work location.

Hours: 8:00am – 5:00pm, additional hours as needed.

Responsibilities

• Provides exceptional customer service.
• Opens customer accounts by recording account information.
• Maintains customer records by updating account information.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Assist the Warranty/Returns team with orders and requests.
• Communicates with customers by telephone, email or live chat.
• Answer inbound calls, providing accurate and timely information. Forward calls as needed.
• Escalate complex issues as they arrive to the escalated helpdesk queues.
• Maintain status in assigned customer service queues.
• Maintain up-to‑date knowledge of products, policies and procedures.
• Document trends and feedback for continuous improvement.
• Assist with orders for custom products or parts
• Reviews open order report daily.
• Works with purchasing to contact vendors as needed.
• Utilizes tools, manuals and catalog to improve technical & product knowledge.
• Other duties as assigned.

Qualifications

• High School diploma or GED.
• 3-5+ years’ customer service experience required.
• 2+ years tech support / troubleshooting preferred.
• Inside Sales experience a plus.
• Ability to multi‑task, prioritize, and manage time effectively
• Heavy Call Center environment experience (parts/products industry, non-service industry).
• Sales order system and order entry experience required.
• Experience with various office equipment, Database & Query Software, and SAP System.

We offer a 100% employer‑paid medical plan for eligible employees. In addition, the Company provides employer‑paid Short-Term Disability (STD) coverage.

Employees and their eligible family members may also elect from a variety of voluntary, employee‑paid benefit options, including additional medical plan choices, dental, vision, flexible spending accounts (FSAs), Long-Term Disability (LTD), life insurance, and a 401(k) plan with a Company matching contribution.

EEO Statement

Equal Opportunity Employer

Sonny’s is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.