Customer Service Representative

AXEON Water Technologies; Temecula (CA); On-site; USD 25,000 - 30,000; Full time

Job summary

AXEON Water Technologies in Temecula, CA is seeking a front-line customer support and order-entry specialist to guide inquiries from initial contact through shipment and post-order resolution.

You will handle product questions, process sales orders and quotes, and maintain accurate account data in ERP/CRM systems while coordinating with Sales, Technical, Purchasing, Production, Shipping, and Accounting to ensure timely fulfillment.

Responsibilities

• Provide front-line customer support across inquiries, orders, shipments, and post-order resolution.
• Assist customers with product and service questions and process sales orders and quotes.
• Maintain accurate customer/account data in ERP/MRP and CRM systems, noting owner, next step, and follow-up date.
• Coordinate with Sales, Technical/Engineering, Purchasing, Production, Shipping, and Accounting to ensure timely order fulfillment.
• Monitor open orders and customer requests; escalate as needed.
• Assist with onboarding of new accounts and support outbound follow-up on quotes and orders.

Job description

Provides front-line customer support and order execution from initial inquiry through shipment and post-order resolution. Assists customers with product and service questions, processes sales orders and assigned quotes, maintains accurate customer and account records, coordinates cross-functional handoffs, and supports the Sales team by identifying customer needs and routing qualified opportunities or technical requirements to the appropriate Account Advisor, Sales Representative, or Technical team member.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following are essential functions of the position. Duties may be performed with or without reasonable accommodation, as required by applicable law.

Customer Communication & Experience

• Nurture and maintain consistent communication with customers.
• Answer and return phone calls and emails promptly using customer service best practices.
• Provide proactive order-status communications, including confirmed lead times, schedule changes, backorders, shipment status, and other information available from internal teams.
• Assist walk-in and call-in customers with product selections and will-call orders.
• Document customer commitments, requests, and follow-up actions in the appropriate ERP/MRP and CRM systems, including the owner, next step, and follow-up date when applicable.
• Accurately process sales orders and assigned quotes; verify with customer PO item numbers, quantities, pricing, payment terms, billing/ship-to information, freight method, tax/resale documentation, requested dates, and special instructions before release.
• Acknowledge and confirm orders, identify discrepancies promptly, and obtain clarification before orders proceed when required.
• Supply customers with freight estimates upon request.
• Assist with E-commerce functions and online order coordination.
• Coordinate with Sales, Technical/Engineering, Purchasing, Production, Shipping, and Accounting to support accurate and timely order fulfillment.
• Monitor assigned open orders and customer requests; escal
• Issue and coordinate return goods authorization numbers in accordance with company procedures and required internal approvals.
• Support sales initiatives by identifying customer needs, recommending relevant standard products within the scope of training, and routing complex, custom, or technical opportunities to the appropriate Sales or Technical resource.
• Conduct outbound follow-up calls and emails on assigned quotes, leads, orders, and customer inquiries; confirm the next step and document the follow-up date in the CRM or applicable system.
• Coordinate with Account Advisors and Sales Representatives to ensure alignment regarding customer strategy, open opportunities, order status, and customer commitments.
• Conduct phone and email surveys for Sales and Marketing.
• Assist Sales with onboarding of new accounts.

Systems, Product Knowledge & Problem Resolution

• Maintain accurate account information in MRP and CRM systems.
• Maintain accurate customer contact information, communication history, quote/order activity, case notes, and other records required to support continuity and accountability.
• Understand industry trends and product alignment with customer applications.
• Collaborate with the Technical Department to coordinate recommendations within AXEON’s standard and custom product offerings; technical or custom-product commitments must follow applicable approval procedures.
• Coordinate and track customer service and technical support cases through resolution, escalating matters outside the role’s authority or training.
• Develop a working knowledge of AXEON’s product features and benefits.