Customer Service Representative

About the Role<br />We are looking for an experienced Customer Service Representative with a strong background in manufacturing or distribution to join our team.<br /><br />You will be responsible for providing professional, responsive support to customers across phone, email and chat. This includes answering general enquiries, managing escalated issues, providing accurate lead-time and delivery information, and working closely with internal teams and vendors to ensure customer needs are met.<br /><br />The ideal candidate is highly organized, detail-oriented and confident working in a fast-paced environment where prioritizing and managing multiple tasks is essential.<br /><br />Key Responsibilities<br /><br />Answer incoming calls promptly and professionally, with a goal of answering 100% of calls within three rings.<br /><br />Respond to customer emails within approximately 2 hours during business hours.<br /><br />Respond to live chat enquiries within 1-2 minutes.<br /><br />Monitor voicemail and return calls within 1-2 hours during business hours.<br /><br />Handle customer questions, concerns and escalated issues professionally and efficiently.<br /><br />Provide customers with accurate information regarding products, availability, lead times and deliveries.<br /><br />Recommend suitable alternative products based on cost, availability and specifications when the requested product is unavailable.<br /><br />Work closely with Order Entry, Accounting, Purchasing, Sales and Operations to resolve customer enquiries and issues.<br /><br />Communicate with vendors and Purchasing to obtain accurate shipment dates and expected delivery information.<br /><br />Monitor scheduled shipments and proactively follow up or expedite orders where required.<br /><br />Contact carriers to reroute, stop or expedite freight when necessary.<br /><br />Follow up with customers after sales to ensure ongoing satisfaction and address any concerns or complaints.<br /><br />Follow up on customer enquiries within 1-2 hours and work towards resolving issues within 24 hours of the initial enquiry.<br /><br />Identify repeat replacement requests and elevate cases involving a second replacement of the same item to the Quality team.<br /><br />Maintain accurate and detailed customer information and records.<br /><br />Manage time effectively and consistently meet individual performance expectations.<br /><br />Work collaboratively with colleagues across the organisation.<br /><br />Complete other customer service or administrative duties as required by business needs.<br /><br />What We're Looking For<br />Required:<br /><br />High School Diploma or GED.<br /><br />2+ years of customer service experience.<br /><br />Excellent verbal and written communication skills.<br /><br />Strong customer service and relationship-building skills.<br /><br />Excellent attention to detail and accuracy.<br /><br />Ability to prioritize and manage multiple tasks effectively.<br /><br />Comfortable working in a fast-paced environment.<br /><br />Strong problem-solving skills and a proactive approach to customer issues.<br /><br />Ability to communicate effectively with individuals at all levels of an organization.<br /><br />Ability to work independently while also contributing effectively within a team.<br /><br />Preferred:<br /><br />Experience working within a manufacturing or distribution environment.<br /><br />Experience using ERP systems.<br /><br />Previous experience in a customer-facing role involving order management, logistics or product support.<br /><br />Equipment requirements NB<br /><br />Computer<br /><br />2 monitors<br /><br />HDMI cables<br /><br />Mouse<br /><br />Keyboard<br /><br />Headset to take calls<br /><br />Work Environment<br />This is a fully remote customer service position. The role requires regular use of computers, phones and standard office equipment.<br /><br />You will need to be comfortable spending extended periods working at a computer and communicating with customers and colleagues by phone, email and chat.<br /><br />Schedule<br /><br />Full-time<br /><br />Monday-Friday<br /><br />7:00 AM-3:30 PM Central Time<br /><br />Travel is not normally required, although occasional travel may be requested based on business needs.<br /><br />Why Join Assist World?<br /><br />100% REMOTE<br /><br />$50 birthday bonus<br /><br />$200 testimonial bonus<br /><br />$500 entry monthly raffle<br /><br />NO TRACKER. NO PROBLEM<br /><br />#J-18808-Ljbffr