Customer Service Representative

Randstad USA; Solon (OH); On-site; USD 47,000 - 57,000; Full time

Benefits offered by this job

Medical insurance

401K plan

Dental & vision

Job summary

Randstad USA is seeking a Customer Service Representative to support retail partners, distributors, contractors, designers, and end-consumers. You will manage inquiries, product information, and orders, collaborating with sales, logistics, and technical teams in a fast-paced manufacturing environment.

The role requires 3+ years in customer service, strong communication, and ERP experience. Office-based position; standard hours with a 10 AM–6 PM shift and a strong focus on order accuracy and

Qualifications

• 3+ years of customer service experience in manufacturing, distribution, home improvement, lighting, or consumer goods.
• Proven ability to communicate clearly and professionally, both written and verbal.
• Experience entering and tracking orders in ERP systems and coordinating with internal teams.

Responsibilities

• Serve as the primary contact for inquiries via phone, email, chat, and portal.
• Provide product information, inventory, pricing, warranty terms, and order support.
• Enter, review, and track orders in the ERP system.
• Monitor order progress and resolve delays, backorders, or shipping issues.
• Communicate delays and shipments to customers and agency representatives.
• Provide installation guidance and order status updates.
• Maintain knowledge of lighting products and finishes to assist selections.
• Escalate product or system issues to technical support or engineering as needed.
• Support sales activities with key accounts, promotions, and project opportunities.
• Prepare service reports on order accuracy, response times, and customer satisfaction.

Skills

Active Listening

Telephone Etiquette

Follow-up

Empathy

Excel

Customer Service

Customer Relations

Customer Orders

Sales

Education

High School

Tools

SAP

NetSuite

Microsoft Dynamics

Job description

The Customer Service Representative is a key member of the support team, responsible for delivering exceptional service to retail partners, distributors, contractors, designers, and end-consumers. This role ensures a smooth customer experience by providing product knowledge, resolving inquiries, supporting order processing, and coordinating with internal teams such as sales, logistics, and technical support.

The ideal candidate is customer-focused, detail-oriented, and comfortable working in a fast-paced manufacturing and distribution environment. The best CSR are in constant contact with Customers/Representatives and the key to a great experience.

*MUST BE ABLE TO GO INTO THE OFFICE 3 DAYS A WEEK!*

salary: $52,000 - $52,000.01 per year

shift: First

work hours: 10 AM - 6 PM

education: High School

Responsibilities

• Serve as the primary point of contact for phone, email, chat, and portal-based customer inquiries.
• Provide timely and courteous assistance regarding product information, inventory availability, pricing, warranty terms,
• Enter, review, and track orders in the ERP system (e.g., SAP, NetSuite, Microsoft Dynamics).
• Monitor order progress from confirmation to fulfillment, proactively resolving delays, backorders, or shipping issues.
• Communicate delays and shipments effectively to both Customers and Agency Representatives
• installation guidance (non-technical), and order status updates.
• Maintain strong understanding of decorative lighting, ceiling fans, accessories, and finishes.
• Provide alternative solutions and assist customers in selecting appropriate products based on style, application, and performance needs.
• Investigate and resolve customer issues efficiently while maintaining brand reputation.
• Escalate product or system-related issues to technical support or engineering teams as needed.
• Work closely with the sales team to support key accounts, promotions, and project opportunities.
• Prepare service reports including order accuracy, response times, claim patterns, and customer satisfaction metrics. Required
• 3+ years of customer service experience, preferably in manufacturing, distribution, home improvement, lighting, or consumer goods.
• strong communication skills, both written and verbal.

Skills

• Active Listening
• Telephone Etiquette
• Follow-up
• Empathy
• Excel
• Patient Support
• Basic Computer Skills
• Customer Service
• Customer Relations
• CUSTOMER ORDERS/SALES

Qualifications

• Years of experience: 3 years
• Experience level: Experienced

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.

Experience

• Experienced
• 3 years

Education

• High School (required)