Customer Service Representative

Composites One; Rock Hill (SC); On-site; USD 40,000 - 50,000; Full time

Benefits offered by this job

Annual bonuses

Profit sharing

Health programs

Retirement plans

Wellness programs

Professional growth

Job summary

Composites One in Rock Hill, SC, is looking for a Customer Service Representative to serve as the primary contact for customers. This role involves responding to inquiries, managing order fulfillment, and resolving issues. Candidates should have 3+ years of experience in customer service and be proficient in MS Office. The position offers benefits including annual bonuses, profit sharing, and professional growth programs. A commitment to diversity and inclusion is integral to our company values.

Qualifications

• 3+ years related experience in a non-retail customer service environment.
• Familiar with standard customer service practices.
• Ability to learn internal database and software systems.

Responsibilities

• Facilitate the order fulfillment process while building positive customer relationships.
• Ensure accurate and timely order entry.
• Resolve billing and order issues.

Skills

Customer service experience

Communication skills

Problem resolution

ERP system knowledge

Proficient in MS Office

Education

High school diploma or equivalent

Associate's degree in a business-related field

Tools

MS Office

SharePoint

Outlook

Teams

Job description

Position Overview

As a Customer Service Representative, you will provide excellent care for our customers by serving as their primary point of contact. You will respond to customer inquiries, ensure accurate order entries, provide non-technical problem resolution, anticipate customer needs and perform general organizational support. You will maintain customer accounts and coordinate communication on active and back-orders, which requires analysis of customer needs and cross‑functional partnership with the other Customer Service and/or Technical Teams to ensure we meet customer expectations.

Key Responsibilities

Effectively facilitate the order fulfillment process in a manner that promotes building and maintaining positive, effective relationships with customers and Team Members.

• Ensure timely and accurate order entry to achieve on-time delivery for stocked and non-stock items
• Respond to inquiries received through phone, email, chat, B2B and/or written correspondence from customers and Team Members
• Resolve billing and order issues
• Oversee new customer and new item set-up following internal processes
• Monitor customer inventory and alert the sales and procurement functions when adverse stocking levels occur
• Devote the time necessary to fully understand customers’ business; display a genuine interest in each customer’s specific business needs, including product stocking requirements/forecasts, document support, etc.

Maintain accurate customer pricing in the ERP system; confirm price supports and update records accordingly, provide basic price quotes while adhering to target margin guidelines, collaborating with Sales Reps and Sales Managers.

• Collect the necessary information from customers, buyers, and sales reps to provide the Price Support Team with the relevant data to input and maintain pricing and customer product usage information in the ERP System.
• Communicate with the Sales and Price Support Teams when necessary to confirm all pricing (including price support) and update all records accordingly.
• Utilize internal communication methods to effectively communicate across all functions.

Understand basic product knowledge to support customers and engage sales reps and technical support when appropriate.

Leadership and Communication

• Effectively communicate with all customers and Team Members to serve as liaison between all parties involved in the order fulfillment process.
• Immediately and actively communicate all special requests, modifications to orders, backorders and shipping delays or canceled orders to appropriate customers and team members.
• Collaborate effectively with Team Members to provide seamless service to customers.

Expected Skills and Qualifications

• 3+ years related experience and/or training in a non-retail customer service environment
• Familiar with standard concepts, practices and procedures related to customer service
• High school diploma, G.E.D. or equivalent
• Proficient in MS Office, including Word and Excel
• Ability to learn internal database and software systems

Additional Preferred Skills and Qualifications

• Experience in a business-to-business account support and distribution role
• SharePoint, Outlook, and Teams experience
• Associate's degree in a business-related field

Pre-Employment Requirement

Employment offers are contingent upon successful completion of a drug screen and background check. This requirement is especially critical for safety-sensitive roles.

Benefits

Our Team Members are eligible for annual bonuses and profit sharing, as well as health, retirement, wellness, and professional growth programs.

Commitment to Diversity, Equity, and Inclusion

At Composites One, all qualified applicants are considered for employment without regard to race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity, veteran status, disability, or other protected classification as defined by applicable law and regulation.

ADA Accommodations

Accommodations are available for applicants with disabilities in all phases of the application and employment process. To request accommodation please contact the ADA Coordinator by email at [e-mail].

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.