CUSTOMER SERVICE REPRESENTATIVE

Colonial Group; Menomonee Falls (WI); On-site; USD 49,000 - 66,000; Full time

Job summary

Colonial Group is seeking a Customer Service Representative to provide superior service to customers, respond to inquiries on product availability, pricing, freight, and delivery. The role includes handling orders, resolving billing issues, and coordinating with multiple departments to ensure accurate invoicing and on-time delivery.

The position requires at least a high school diploma and two years of customer service experience, with proficiency in Word, Excel, and Outlook.

Qualifications

• High school diploma or equivalent required.
• 2 years of customer service experience handling orders.
• Experience with order-entry systems.
• Strong written and verbal communication skills.

Responsibilities

• Receive, process, and track orders through to scheduling.
• Coordinate with internal departments to ensure on-time delivery and accurate invoicing.
• Inform Sales Representatives of pertinent activity on accounts and orders.
• Coordinate requests for specifications, availability, shipping, quotes and samples.
• Serve as a liaison between customers and design, sales, and production teams.
• Maintain organized customer files and reconcile inventory with orders.
• Investigate and resolve complaints including billing issues and escalate when needed.

Skills

Customer service

Communication

Multitasking

Active listening

Education

High school diploma or equivalent

Associates degree preferred

Tools

Microsoft Word

Excel

Outlook

Job description

Customer Service Representative

Salary Range: $46,000.00 to $69,000.00

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 open communication and information sharing among co-workers.

Able to work flexible hours or overtime as needed.