Job Abstract

Job Summary: The Customer Service Representative - Order Processing is responsible for providing exceptional customer service to our clients by managing and processing orders efficiently. This role involves direct interaction with customers, addressing inquiries, resolving issues, and ensuring a smooth order fulfillment process.

Key Responsibilities:

1. Order Management:

   • Receive, review, and process customer orders accurately and promptly.
   • Verify order details, including product specifications, quantities, and shipping information.
   • Coordinate with warehouse and logistics teams to ensure timely delivery.

2. Customer Interaction:

   • Respond to customer inquiries via phone, email, and chat in a professional and friendly manner.
   • Provide information about products, services, and order status.
   • Handle and resolve customer complaints and issues effectively.

3. Documentation and Record-Keeping:

   • Maintain accurate and up-to-date records of customer interactions, orders, and transactions.
   • Prepare and distribute order confirmations, invoices, and shipping documents.
   • Ensure compliance with company policies and procedures.

4. Problem-Solving:

   • Investigate and resolve order discrepancies, backorders, and returns.
   • Collaborate with internal departments to address and resolve customer issues.
   • Proactively identify and communicate potential order or service issues to management.

5. Customer Relationship Management:

   • Build and maintain strong relationships with customers to ensure repeat business.
   • Follow up with customers post-delivery to ensure satisfaction and address any concerns.
   • Collect customer feedback and provide insights for service improvement.

6. Sales Support:

   • Assist the sales team with order entry and customer account management.
   • Upsell and cross-sell products and services when appropriate.
   • Provide support for promotional campaigns and special projects.

Qualifications:

• High school diploma or equivalent; a college degree is preferred.
• Proven experience in customer service or order processing roles.
• Excellent communication skills, both written and verbal.
• Strong organizational skills and attention to detail.
• Proficient in using customer service software, CRM systems, and Microsoft Office Suite.
• Ability to multitask and work under pressure in a fast-paced environment.
• Problem-solving skills with a proactive approach to customer service.
• Ability to work independently and as part of a team.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.