Senior Customer Service & Order Fulfillment Lead

Ultimate Staffing; Vista (CA); On-site; USD 45,000 - 50,000; Full time

Job summary

Ultimate Staffing Services in North County, California, is seeking a Senior Customer Service Representative to manage and resolve complex inquiries with professionalism and efficiency.

The role requires 5 years of recent customer service experience, including work with a manufacturing facility in the same capacity. Responsibilities include order management, ERP data upkeep, and cross-functional collaboration with warehouse, production, and logistics teams.

Qualifications

• 5 years of recent customer service experience.
• Experience with a manufacturing facility in the same capacity.

Responsibilities

• Answer incoming calls, emails, and live chats promptly and professionally.
• Update and maintain accurate customer profiles, pricing contracts, and customer communication in the ERP system.
• Process incoming purchase orders and provide confirmations, lead times, and shipping schedules.
• Monitor open orders and follow up on shipment status, backorders, and delays.
• Collaborate with warehouse, production, and logistics teams to expedite orders and resolve issues.
• Quote customers on components and products.
• Obtain delivery dates and communicate product availability to customers.
• Assist Sales with customer accounts and orders.
• De-escalate issues and route escalated problems; investigate complaints regarding delivery delays, damaged goods, or billing discrepancies.
• Enter and process RMAs and set up new customer accounts.
• Schedule service appointments for field technicians and develop product knowledge to answer inquiries.

Job description

Ultimate Staffing Services in North County, California, is seeking a Senior Customer Service Representative to manage and resolve complex inquiries with professionalism and efficiency.

The role requires 5 years of recent customer service experience, including work with a manufacturing facility in the same capacity. Responsibilities include order management, ERP data upkeep, and cross-functional collaboration with warehouse, production, and logistics teams.