Customer Service Representative

LEM Products; Olde West Chester (OH); On-site; USD 40,000 - 52,000; Full time

Job summary

LEM Products in Ohio is seeking a detail-oriented Wholesale Customer Service Representative to support our growing wholesale and e-commerce business. You will manage customer accounts, process orders, coordinate shipments, maintain product information, and ensure an exceptional customer experience.

The ideal candidate thrives in a fast-paced environment, communicates clearly with customers, dealers, and internal teams, and is proficient with ERP systems and EDI.

Qualifications

• Minimum of 1 year of experience in customer service or administrative support.
• Proficiency with Microsoft Office applications, including Excel, Word, and Outlook.
• Experience with ERP systems and EDI platforms.
• Strong communication and interpersonal skills.

Responsibilities

• Provide prompt, professional customer and dealer support via phone, email, and online platforms.
• Process orders, returns, shipments, and inquiries accurately.
• Maintain customer accounts with accurate classifications and pricing in the ERP system.
• Coordinate with warehouse for order verification, shipping methods, and invoicing.
• Monitor inventory levels and ensure product availability.
• Support wholesale sales initiatives and marketing materials distribution.

Skills

Customer service

Account management

Communication skills

MS Office suite

Excel

EDI platforms

ERP systems

B2B customers

Education

High school diploma or equivalent

Tools

ERP systems

EDI platforms

Excel

Word

Outlook

Job description

We are seeking a detail-oriented, customer-focused Wholesale Customer Service Representative (CSR) to support our growing wholesale and e-commerce business. This role is responsible for managing customer accounts, processing orders, coordinating shipments, supporting sales initiatives, maintaining product information, and ensuring an exceptional customer experience.

About the Role

The ideal candidate thrives in a fast-paced environment, enjoys problem-solving, and excels at building strong relationships with customers, dealers, and internal teams. This position plays a critical role in supporting wholesale operations, maintaining accurate data, and contributing to the overall success of the sales and customer service teams.

Responsibilities

• Customer Service & Account Management
• Provide prompt, professional, and knowledgeable support to customers and dealers via phone, email, and online platforms.
• Process customer orders, returns, shipments, and inquiries accurately and efficiently.
• Answer questions regarding products, warranties, order status, and shipping information.
• Maintain customer accounts by ensuring accurate classifications, pricing structures, and account setup within the ERP system.
• Verify customer and dealer information and maintain accurate records within company systems.
• Order Processing & Operational Support
• Receive and process orders submitted via email, phones, and other approved EDI channels.
• Coordinate with warehouse personnel to verify orders, shipping methods, tracking information, and invoicing.
• Create invoices, transmit Advance Ship Notices (ASNs), and generate documents through EDI platforms.
• Monitor and maintain daily e-commerce inventory levels to ensure product availability and data accuracy.
• Prepare and distribute correspondence, reports, catalogs, and other business documentation as needed.
• Provide product setup information, product images, catalogs, and other marketing materials to wholesale accounts and account managers.
• Maintain and update product information and digital assets for customers and dealers.
• Support wholesale sales initiatives and promotional efforts to increase revenue opportunities and achieve department goals.
• Collaborate closely with sales, warehouse, and operations teams to ensure customer success.
• MAP Program Administration
• Monitor dealer listings and pricing compliance with the company's Minimum Advertised Price (MAP) policy.
• Investigate pricing violations and identify dealer contact information when necessary.
• Help protect brand integrity and pricing consistency across sales channels.
• General Responsibilities
• Follow all company procedures, safety guidelines, and compliance policies.
• Perform administrative and data entry functions with a high degree of accuracy.
• Assist with special projects and additional duties as assigned.

Qualifications

• High school diploma or equivalent.
• Minimum of 1 year of experience in customer service, office, call center, order entry, or administrative support environment.
• Strong communication and interpersonal skills.
• Proficiency with Microsoft Office applications, including Excel, Word, and Outlook.
• Excellent organizational skills with strong attention to detail.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.

Required Skills

• Experience with ERP systems and EDI platforms.
• Experience with B2B customers.

Preferred Skills

• A strong commitment to customer satisfaction and relationship building.
• Excellent teamwork and collaboration skills.
• Effective planning, organization, and problem-solving abilities.
• A proactive approach to achieving goals and improving processes.