Customer Service Representative - Remote

Overview

The Customer Service Representative plays a crucial role in supporting our customer operations. This role provides back-office support for order management, customer inquiries, and transactional communication. The representative will work closely with the Senior Customer Experience Manager to ensure smooth operations, timely responses, and high levels of customer satisfaction.

In Short

• Serve as a primary point of contact for customer inquiries via email, phone, and support tickets.
• Manage transactional communications such as order confirmations, back-order notifications, and product updates.
• Address order status inquiries, tracking requests, pricing updates, and invoice copies.
• Assist in resolving customer concerns related to order discrepancies, damaged products, and returns.
• Coordinate with sales teams, brokers, and distributors to facilitate seamless customer communication.
• Utilize HubSpot for managing customer interactions, tracking inquiries, and ensuring timely follow-ups.
• Process and validate customer orders across various sales channels.
• Utilize ERP systems (NetSuite preferred) to enter, track, and manage customer orders accurately.
• Maintain customer account profiles in NetSuite and HubSpot.
• Identify bottlenecks in customer service workflows and recommend improvements for efficiency.

Requirements

• 1-3 years of experience in customer service, order management, or sales support.
• Experience working with ERP systems (NetSuite preferred) and CRM tools (HubSpot required).
• Strong written and verbal communication skills.
• Proficiency in Microsoft Office Suite (Excel, Outlook, Word).
• Highly organized and detail-oriented.
• Ability to collaborate cross-functionally with sales, operations, and logistics teams.

Benefits

• Be part of a company making a difference in sustainable packaging solutions.
• Work in a collaborative and innovative environment with growth opportunities.
• Gain experience in customer experience management and supply chain operations.
• Competitive compensation, benefits, and potential for career advancement.