Customer Service Representative

Colonial Group; Harrisonburg (VA); On-site; USD 36,000 - 48,000; Full time

Job summary

Colonial Group in Harrisonburg, VA is seeking a Customer Service Representative to provide superior service by handling inquiries on product availability, pricing, freight rates, allocations, and delivery dates. You will also manage order entry, status tracking, and invoicing while resolving billing issues with internal teams.

The role emphasizes strong communication, organization, and the ability to work across design, sales, and production teams to meet customer requirements.

Qualifications

• Two (2) years’ previous work experience in a customer service role handling customer orders on an order entry system.
• Experience handling customer orders and maintaining/building strong customer relationships.
• Strong working knowledge of Word, Excel, and Outlook.

Responsibilities

• Receive, process, and track assigned orders through scheduling, ensuring on-time delivery and accurate invoicing.
• Communicate important information about customer accounts/orders to internal departments and Sales Representatives.
• Coordinate requests for product specs, availability, shipping, quotes, samples, and estimates.

Skills

Customer service

Order processing

Communication

Education

High school diploma

Associate degree (preferred)

Tools

Microsoft Word

Excel

Outlook

Job description

The Customer Service Representative is responsible for providing superior service to customers.This includes responding to customer inquiries regarding product availability, pricing, freight rates, allocations, delivery dates, receiving new orders, and monitoring status of current orders.Additionally, the Customer Service Representative is responsible for resolving complaints and requests for billing adjustments.

PRINCIPLE ACCOUNTABILITIES:

• Receive, process, and track assigned orders through to scheduling. Consult with various internal departments to ensure order completeness, on-time delivery and accurate invoicing.
• Communicate significant information regarding customer accounts/orders to appropriate internal departments including ensuring Sales Representatives are informed of pertinent activity regarding individual accounts.
• Coordinate customer requests for product specifications, availability, shipping, quotations and estimates, samples.
• Serve as a link between the customer and the design, sales and production teams to meet customer requirements including scheduling production, securing delivery dates, addressing order changes, and resolving complaints.
• Maintain organized customer files.
• Investigate and resolve customer complaints including billing issues and escalates to manager or appropriate internal departments when needed.
• Manage on-hand inventory levels and reconcile to customer orders, forecast and just in time schedules; this includes taking physical inventory at month end.

BASIC REQUIREMENTS:

• Education equivalent to high school diploma required.
• Two (2) years’ previous work experience in a customer service role with experience handling customer orders on an order entry system, and maintaining / building strong positive customer business relationships.
• Strong working knowledge of computer systems including experience with experience with Microsoft Word, Excel, and Outlook.

PREFERRED REQUIREMENTS:

• Associates degree or college business coursework.
• Previous experience using automated order entry system.
• Previous experience in the manufacturing sector, containerboard and corrugated packaging industry.

KNOWLEDGE, SKILLS & ABILITIES:

• Strong attention to meeting and exceeding customer expectations.
• The ability to network and build relationships with individuals of various experience and corporate positions.
• Strong active listening and evaluating skills.
• Strong analytical skills with the ability to handle detail oriented tasks and review multiple documents and reports.
• Able to work in a fast paced, deadline-oriented environment and handle multiple requests simultaneously.
• Above average written and verbal communication skills with the ability to communicate to multiple audiences and purposes, and to effectively communicate with customers over the phone.
• Strong organizational skills with the ability to handle numerous details, deadlines, and requests.
• Previous experience working in a team environment preferred, or a strong understanding of the importance of open communication and information sharing among co-workers.
• Able to work flexible hours or overtime as needed.