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Customer Service Representative

Reports To: Customer Service Manager


To provide excellent customer service and support to our customers. The Customer Service Representative (CSR) will also ensure a memorable customer service experience answering questions and resolving inquiries with utmost compassion, care, and accuracy.  The CSR is the primary contact for existing or new customers.  The CSR will process orders, prepare correspondence and fulfill customer needs to ensure customer satisfaction.  This will also require significant interaction with internal support functions.



  • Process customer purchase orders via automated order entry system
  • Process sample orders as requested
  • Open and maintain customer accounts by recording account information
  • Manage incoming inquiries
  • Responsible for fielding and referring calls and messages to and from Territory Managers, Product Managers, and customers
  • Resolve product or service problems by clarifying the customer’s complaint, determining the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships of trust through open and interactive communication
  • Follow communication procedures, guidelines, and policies
  • Go the extra mile to engage customers
  • Greet customers warmly and ascertain reason for calling
  • Act as the company gatekeeper
  • Work with Customer Service Manager to ensure proper customer service is being delivered
  • Handle and communicate changes in policy
  • Work closely with Shipping and Export departments to insure all documentation is accurate and meets customs and customer requirements


  • Speak, read, and write English; fluent in Spanish is strongly preferred
  • Proven customer support experience
  • Strong phone contact skills and active listening
  • Familiarity with CRM/JD Edwards software is a plus
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication and computer skills
  • Ability to multi-task, prioritize, and manage time effectively
  • High school diploma or equivalent; college degree is a plus
  • Must be able to effectively communicate both verbally and in writing
  • Strong ability to interact in a team environment
  • Experience with export processing is a plus