Customer Support Representative

Kolbe & Kolbe Millwork Co Inc; Town of Wausau (WI); Sur place; USD 38 000 - 52 000; Plein temps

Résumé du poste

Kolbe & Kolbe Millwork Co Inc in Wisconsin is seeking a Customer Support Representative to be a frontline member of Kolbe's Customer Support team. You will resolve routine inquiries, support order-related activities, and connects customers with the right resources using established procedures, training resources, and knowledge tools.

This role emphasizes clear communication, accuracy, and the ability to balance priorities.

Qualifications

• Excellent verbal and written communication skills.
• Ability to learn products, systems, and processes.
• Accurate and thorough in daily tasks.
• Capable of multi-tasking and prioritizing.
• Collaborative and knowledge-sharing mindset.
• Curious and eager to learn.

Responsabilités

• Serve as a primary contact for routine customer inquiries via phone, email, and shared inboxes.
• Gather information, answer questions, and clearly explain products and order status.
• Provide timely, professional support to ensure a positive customer experience.
• Process routine orders and document transactions according to established procedures.
• Identify non-standard requests and coordinate with teams for resolution.
• Support ongoing product, system, and process training.

Connaissances

Verbal & written communication

Customer-focused mindset

Attention to detail

Organizational skills

Time management

Team player

Curious and proactive learner

Outils

CRM platforms

Microsoft Office

Description du poste

Every customer interaction shapes the Kolbe experience. The Customer Support Representative serves as a key frontline member of Kolbe's Customer Support team. Using strong communication skills and established procedures, training resources, and knowledge tools, the CSR resolves routine inquiries, supports order-related activities, and connects customers with the right resources when additional expertise is needed.

What Makes Someone Successful in This Role

You may enjoy this role if you:

• Enjoy helping customers and solving problems.
• Like learning new products, systems, and processes.
• Take pride in accuracy and follow-through.
• Can balance multiple priorities.
• Work collaboratively and share knowledge with others.
• Approach challenges with curiosity and a willingness to learn.

Key Responsibilities

Customer Support & Communication

• Serve as a primary point of contact for routine customer inquiries via phone, email, and shared inboxes.
• Gather information, answer questions, and communicate clearly regarding products, processes, order status, and next steps.
• Provide timely, professional support to deliver a positive and consistent customer experience across all interactions.

Order & Transaction Support

• Process routine orders, updates, transactions, and related documentation according to established procedures.
• Maintain accurate and complete information within company systems.
• Recognize non-standard requests, exceptions, and complex issues and coordinate with the appropriate team members for resolution.

Problem Solving

• Use knowledge base articles, procedures, training materials, and system resources to research and resolve customer inquiries.
• Apply documented processes consistently and escalate requests when additional expertise is needed.
• Participate in ongoing product, system, and process training.
• Share knowledge and support workload balancing and changing business priorities.
• Identify opportunities to improve procedures, documentation, and customer support processes.
• Contribute to a collaborative, knowledge-sharing team culture.

Key Skills & Qualifications

• Strong verbal and written communication skills.
• Customer-focused mindset with a commitment to responsive, professional service.
• High attention to detail and accuracy.
• Strong organization, time-management, and problem-solving skills.
• Ability to learn new products, systems, and documented procedures.
• Proficiency with business systems, CRM platforms, and Microsoft Office applications.
• Team-oriented approach with a willingness to learn and support others.