Customer Service Representative

Solutions Driven; Irvine (CA); On-site; USD 45,000 - 65,000; Full time

Job summary

Solutions Driven is seeking a detail-oriented Order Management/Customer Service specialist in Irvine, CA. You will respond to customer inquiries, process and verify purchase orders in our ERP system, and manage order schedules to meet delivery timelines.

Join a high-volume, fast-paced team where accurate data entry, proactive communication, and cross-department coordination are essential for maintaining top-tier customer satisfaction.

Qualifications

• Excellent written and verbal communication skills
• Highly detailed, organized, and accurate in data entry and order processing
• Strong time management and ability to juggle competing priorities
• Comfortable in a fast-paced, high-volume order environment
• Experience with ERP/order management systems (or willingness to learn)
• Proficient with Microsoft Excel and Outlook

Responsibilities

• Respond promptly and professionally to customer requests via email and phone as a primary point of contact for day-to-day order inquiries
• Enter incoming customer purchase orders into the ERP/order management system, verifying pricing, part numbers, quantities, and delivery requirements
• Manage order schedules, track open orders, monitor delivery dates, and expedite orders as needed
• Track and communicate order status updates including acknowledgments, shipment confirmations, and delivery date changes
• Coordinate with purchasing, warehouse, and quality to resolve discrepancies or delays
• Communicate issues to customers and work with Account Managers to provide solutions
• Process return authorizations, credits, debits, and other order corrections
• Maintain accurate customer and order records in internal systems
• Support Account Managers with administrative tasks for active accounts
• Identify recurring issues and escalate to Customer Service Supervisor

Job description

We are recruiting on behalf of a high-value add hardware distributor who is based in Irvine, California.

Roles and Responsibilities:

• Respond promptly and professionally to customer requests via email and phone, serving as a primary point of contact for day-to-day order-related inquiries.
• Confirm, process, and enter incoming customer purchase orders accurately into the ERP/order management system, verifying pricing, part numbers, quantities, and delivery requirements against the original quote.
• Manage customer order schedules, including tracking open orders, monitoring delivery dates, and proactively expediting orders with suppliers or internal departments as required to meet customer timelines.
• Track and communicate order status updates to customers, including acknowledgments, shipment confirmations, and changes to expected delivery dates.
• Coordinate with purchasing, warehouse, and quality departments to resolve order discrepancies, shortages, certification issues, or shipping delays.
• Communicate issues or setbacks to customers in a timely and transparent manner, working closely with Account Managers to identify and offer solutions.
• Process and follow up on return authorizations, credits, debits, and other order corrections as needed.
• Maintain accurate and up-to-date customer and order records, notes, and documentation within internal systems.
• Maintain the highest level of customer satisfaction with professionalism, integrity, and a sense of urgency.
• Work independently, managing a high volume of orders and prioritizing multiple tasks effectively in a fast-paced environment.
• Support Account Managers with administrative and follow-up tasks related to active accounts.
• Identify recurring issues or inefficiencies and bring them to the attention of the Customer Service Supervisor.

Key Skills/Attributes:

• Professional written and verbal communication skills
• Self-motivated, reliable, and dependable under pressure
• Highly detailed, organized, and accurate in data entry and order processing
• Excellent time management with the ability to juggle competing priorities and deadlines
• Strong problem-solving skills and a proactive approach to resolving order issues
• Comfortable working in a fast-paced, high-volume order environment
• Familiarity with ERP/order management systems (or willingness to quickly learn)
• Basic understanding of Aerospace fasteners, part numbers, and certifications a plus
• Experience with Microsoft Excel and Outlook
• Team-oriented with the ability to collaborate closely with Account Managers and other departments
• Ability to remain calm and effective under pressure in a fast-paced order environment