Senior Customer Service Representative

FAAC Group; Florida; On-site; USD 45,000 - 65,000; Full time

Job summary

FAAC Group is seeking a Senior Customer Service Representative to act as a primary contact for customers and support the CS team with complex issues and timely order fulfillment.

You will coordinate with internal departments to resolve concerns, maintain records, and deliver responsive service from initial inquiry through delivery.

Qualifications

• 5+ years of customer service experience, preferably in a manufacturing or production environment.
• Strong verbal and written communication skills.
• Proficiency with SAP or similar ERP systems; Microsoft Office (Excel, PowerPoint, Word, Outlook).
• Ability to evaluate and troubleshoot customer issues, resolve conflicts, and follow up through resolutions.

Responsibilities

• Respond promptly to incoming calls and inquiries, identify customer needs, and route to the appropriate person or department.
• Prepare quotes and create or revise orders based on customer needs and Account Manager specifications.
• Maintain accurate customer, order, and sales records in SAP and other applicable systems.
• Coordinate with Sales, Marketing, Production, and Service to support customers from sale through delivery.
• Assist the Production Manager in maintaining shipping schedules and communicating lead times.
• Review orders and charges for accuracy; verify drawings, requisitions, and catalogs when preparing sales orders and related documentation.
• Prepare information sheets, installation calculation sheets, lot order forms, and print requests; provide sales data reports upon request.
• Serve as a senior resource to the Customer Service team and guide day-to-day operations.
• Help coordinate workload and team coverage to ensure inquiries and orders are handled accurately and on time.
• Assist with onboarding and training new team members; mentor peers.
• Handle escalated customer concerns with cross-functional collaboration and communicate progress to customers and stakeholders.
• Monitor customer issues and orders and provide timely status updates.
• Identify recurring issues and suggest process improvements to service quality and efficiency.

Skills

Customer service

Communication

Education

High school diploma or GED

Tools

SAP

Microsoft Office

Job description

Senior Customer Service Representative

The Senior Customer Service Representative serves as a primary point of contact for customers and supports the Customer Service team with complex issues, consistent processes, and timely order fulfillment. This role coordinates with internal departments to resolve concerns, maintain accurate records, and deliver responsive service.

Customer Service and Order Responsibilities

• Respond promptly to incoming calls and inquiries, identify customer needs, and resolve or direct questions and concerns to the appropriate person or department.

• Prepare quotes and create or revise orders based on customer needs and Account Manager specifications.

• Maintain accurate customer, order, and sales records in ERP systema (SAP), and other applicable systems, including current tax exemption certificates.

• Coordinate with Sales, Marketing, Production, and Service to support customers from the initial sale through delivery.

• Assist the Production Manager in maintaining shipping schedules and communicating lead times.

• Review orders and charges against company purchase orders for accuracy; verify drawings, requisitions, purchase orders, and catalogs when preparing sales orders and related documentation.

• Prepare information sheets, installation calculation sheets, lot order forms, and print requests as needed, and provide sales data reports upon request.

Senior Team Support Responsibilities

• Serve as a senior resource to the Customer Service team by answering process and system questions and providing day-to-day guidance.

• Help coordinate workload and team coverage so inquiries, orders, and follow-up activities are handled accurately and on time.

• Assist with onboarding and training new team members on procedures, systems, customer service standards, and company processes.

• Coach and mentor Customer Service Representatives through knowledge sharing and practical feedback that strengthens product knowledge, communication, and problem-solving skills.

• Handle escalated customer concerns in collaboration with internal departments and communicate progress and resolutions to customers and stakeholders.

• Monitor customer issues and orders, follow up on outstanding items, and provide timely status updates.

• Identify recurring issues and process gaps and recommend improvements to service quality and efficiency.

• Partner with management to reinforce team expectations, recognize development opportunities, and support a collaborative, accountable team environment.

• Assist management with customer service reporting, documentation, special projects, and departmental initiatives as needed.

Qualifications

• 5 + years of customer service experience, preferably in a manufacturing or production environment.

• High school diploma or GED; some college preferred.

• Proficiency with SAP or similar ERP systems preferable, Microsoft Office, including Excel, PowerPoint, Word, and Outlook.

• Strong verbal and written communication skills and the ability to build trust through clear communication and follow-through.

• Ability to evaluate and troubleshoot customer issues, resolve conflicts, negotiate solutions, and follow up through resolutions.

• Customer-focused approach with empathy, responsiveness, patience, and attention to detail.

• Ability to work independently and adapt to changing priorities in a fast-paced environment.