Customer Service Representative I

Charm; Andover (MA); On-site; USD 2,769,000 - 3,816,000; Full time

Job summary

Charm is seeking an entry-level Customer Service Representative I to support order processing and customer interactions in a fast-paced environment. You will liaise with sales, shipping, production, and other departments to ensure accurate and timely order fulfillment, while maintaining strong customer relationships.

The role emphasizes multitasking, teamwork, and professional communication, with onsite work Monday–Friday 8:30am–5:30pm and occasional overtime.

Qualifications

• High school diploma or GED required.
• 0–2 years of customer service experience.
• Proficiency in MS Office and strong communication.

Responsibilities

• Process customer orders and follow up on order status and shipment activity.
• Respond to customer and sales inquiries via email, Freshdesk, inboxes, and phone.
• Provide quotations, pricing information, and product documentation.
• Prepare export documentation and coordinate shipping/customs with providers.
• Maintain customer accounts and update information in company systems.
• Monitor daily orders and prepare reports on orders/shipments.
• Support relationships with distributors and customers to ensure satisfaction.

Skills

MS Office

Communication

Detail-oriented

Teamwork

Multitasking

Customer service

Education

High school diploma or GED

Tools

Freshdesk

ERP software

Job description

Description

Overview

The Customer Service Representative I is an entry-level, overtime-eligible position that reports to the Customer Service Management team. This role is responsible for providing effective customer support to all internal and external customers by processing orders, responding to inquiries, resolving issues, and maintaining positive customer relationships. The Customer Service Representative serves as a key liaison between customers, sales representatives, and internal departments to ensure accurate and timely order fulfillment while supporting overall business objectives.

The pay range for this position is $20.10 to $27.70 per hour. Compensation will be determined based on education, experience, and other factors in accordance with applicable laws.

Essential Functions

• Process customer orders and follow up on order status and shipment activity.
• Respond to customer and sales representative inquiries received through email, Freshdesk, shared inboxes, and telephone communications.
• Provide customers with quotations, pricing information, and product-related documentation.
• Prepare export documentation and coordinate resolution of shipping and customs clearance issues with transportation providers.
• Answer incoming customer calls professionally and efficiently.
• Maintain and update customer accounts and contact information within company systems.
• Monitor daily order activity and prepare reports related to orders and shipments.
• Create and maintain blanket orders as required.
• Support relationships with domestic distributors and customers to ensure high levels of customer satisfaction.
• Utilize ERP systems, OCR technology, chatbot applications, and customer purchasing platforms to support order processing activities.
• Collaborate with Sales, Shipping, Production, Quality, and other departments to resolve customer issues and support business needs.
• Assist with special projects and provide departmental support as needed.
• Perform other duties as assigned to support departmental and organizational objectives.
• Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Requirements

Knowledge, Skills & Abilities

Required

• High school diploma or GED equivalent.
• 0- 2 years of customer service experience.
• Proficiency in Microsoft Office applications, including Word, Excel, and Outlook.
• Strong verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Strong customer service and problem-solving skills.
• Ability to work effectively in a team environment and collaborate across departments.
• Ability to manage multiple priorities and meet established deadlines.
• Ability to work the department’s hours of M-F 8:30am-5:30pm with the flexibility to work overtime as the department’s needs. This position will be 100% onsite.

Preferred

• Experience with sales order processing systems or ERP software.
• Experience using customer service platforms such as Freshdesk or similar systems.
• Multilingual capabilities.

Physical Requirements

• Ability to remain seated for extended periods while utilizing a computer, telephone, and other standard office equipment.
• Ability to communicate effectively by phone, email, and in person with customers, sales representatives, and employees.
• Ability to review and accurately process customer orders, reports, and documentation.
• Ability to perform repetitive keyboarding and data entry activities.

Work Environment:

• Regular work is performed in a professional office environment.
• Extensive use of computer systems, telephones, and other office equipment.
• Frequent interaction with customers, sales representatives, and internal departments.
• Occasional exposure to stressful situations associated with customer requests, issue resolution, and deadline-driven work.

Mental and Cognitive Requirements:

• Ability to manage multiple tasks and competing priorities in a fast-paced environment.
• Ability to maintain accuracy and attention to detail while processing customer orders and information.
• Ability to analyze customer issues and determine appropriate solutions.
• Ability to communicate professionally and effectively with customers and internal stakeholders.
• Ability to adapt to changing customer requirements, priorities, and business needs.
• Ability to work independently while contributing effectively within a team environment.