Customer Service Representative

Rackmount Solutions, Inc.; Plano (TX); On-site; USD 32,000 - 52,000; Full time

Job summary

Rackmount Solutions, Inc. in Plano, TX is seeking a Customer Service Representative to support order processing and customer inquiries. You will handle sales orders from multiple channels and provide timely order status updates, maintaining accurate records and coordinating with internal teams.

The role emphasizes strong communication, multitasking, and problem-solving skills to ensure a positive customer experience from pre- to post-sale.

Qualifications

• Must be able to understand and follow order processing and customer support processes.
• Ability to respond to customer inquiries quickly and appropriately.
• Experience handling sales orders from multiple channels (website, phone, etc.).
• Provide order status updates and maintain accurate statuses on open orders.

Responsibilities

• Understand and follow processes surrounding order processing, and customer support to provide an exemplary customer experience, both pre- and post-sale.
• Respond to customer inquiries quickly and appropriately.
• Process sales orders from various sales channels (website, phone sales, etc.)
• Provide order status updates to customers and maintain accurate statuses on open orders.
• Proactively communicate with vendors to obtain status updates on orders.
• Receive, respond to, and manage customer requests for returns (RMAs).
• Receive, respond to, and manage claims for damaged/lost merchandise.
• Data entry functions including logging tracking numbers.
• Maintain professional and cordial relationships with customers and vendors.
• Coordinate with Sales, Accounting, Warehouse and other departments as needed.

Skills

Customer service

Communication

Multitasking

Detail oriented

Problem solving

Microsoft Office

Tools

CRM software

Microsoft Excel

Outlook

Job description

Job Title: Customer Service Representative

Company Overview:

For more than 15 years, Rackmount Solutions has provided Server Racks, Server Cabinets, Wall Mounts, Cooling Solutions, Outdoor Enclosures, Batteries, Integrated AC and DC Power System Solutions, ID Printing Solutions, Server Rack Accessories, and Networking Equipment along with installation and maintenance services for the Datacom and Telecom industries.

Our headquarters located in Plano, TX has been certified toISO 9001:2015 and has been recognized as an Inc. 5000 company. We have a well-established track record of customer service and product performance. We're experts at delivering custom solutions designed to fit your exact server rack needs, both on time and on budget. From a home server rack to a unique single custom cabinet, from one equipment rack to an entire custom data center, Rackmount Solutions has all of the rack cabinets and rack accessories you need. Our staff knows these products from top to bottom and can help find the right fit for your space.

Job Summary:

Responsibilities:

• Understand and follow processes surrounding order processing, and customer support to provide an exemplary customer experience, both pre- and post-sale.
• Respond to customer inquiries quickly and appropriately.
• Process sales orders from various sales channels (website, phone sales, etc.)
• Provide order status updates to customers and maintain accurate statuses on open orders.
• Proactively communicate with vendors to obtain status updates on orders.
• Receive, respond to, and manage customer requests for returns (RMAs).
• Receive, respond to, and manage claims for damaged/lost merchandise.
• Data entry functions including but not limited to logging tracking numbers.
• Maintain professional and cordial relationships with customers and vendors.
• Coordinate with other departments (Sales, Accounting, Warehouse, etc.) as needed to best serve our customers

Skills:

• Must possess basic computer literacy and the ability to utilize the Microsoft Office suite (Outlook, Word, Excel, Teams), as well as a web-based order management system and payment processing system.
• Must be able to effectively use the internet for research and education.
• Must possess intrapersonal skills allowing for professional and productive conversation with customers, vendors, and co-workers via phone and email.
• Must be able to compose written communications with appropriate spelling, grammar, and punctuation.
• Must possess superior listening skills.
• Must possess the ability to multitask.
• Must be detailed oriented and quick to notice discrepancies.
• General knowledge of information technology solutions is a plus.

Rackmount Solutions offers a full variety of data center power, cooling and security products, featuring a complete set of custom server racks made in the USA.

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