Job Description

Overview

Employee will be responsible for providing exceptional customer service to both internal and external customers, ensuring the smooth operation of orders, product inquiries, and troubleshooting issues related to glass rack division. The role involves acting as the first point of contact for customer inquiries, maintaining product knowledge, inventory & tracking and collaborating closely with dispatch and warehouse teams to meet customer needs.

Key Responsibilities:

Customer Support:

Respond to customer inquiries via phone and email regarding glass rack products, services, and order status. Provide detailed and accurate information to help customers make informed decisions.

Order Management:

Process and track customer orders for glass racks, ensuring timely and accurate fulfillment. Coordinate with the warehouse and logistics teams to confirm product availability and delivery schedules.

Problem Resolution:

Address and resolve any customer concerns or complaints regarding glass rack products, including damaged goods, shipping delays, or order discrepancies. Offer appropriate solutions or escalate to the relevant team when necessary.

Product Knowledge:

Develop a strong understanding of the company's glass rack system, benefits, features, and specifications to provide accurate information and recommendations to customers.

Customer Relationship Building:

Foster positive relationships with existing and new customers by providing consistent, high-quality service. Work proactively to enhance customer satisfaction and encourage repeat business.

Documentation & Reporting:

Maintain accurate customer records, document communications, and update order statuses in the customer management system (Fleet & Samsara). Assist with reporting on customer service trends and issues to help improve overall operations.

Collaboration:

Work closely with the sales, warehouse, and logistics teams to ensure seamless coordination and the timely delivery of glass rack products. Provide feedback to management on customer feedback and market trends.

Roles and Responsibilities for Customer Service Representative - Glass Rack Division

Customer Inquiries Management:

Act as the primary point of contact for customers inquiring about glass rack products, services, and pricing. Provide timely and accurate information regarding product features, specifications, availability, and delivery schedules. Respond to customer inquiries via phone & email in a professional and courteous manner.

Order Processing and Tracking:

Process customer orders for glass racks & containers, ensuring accuracy in product selection, quantities, and shipping details. Track the status of orders and provide customers with real-time updates on order progress, shipment status, and estimated delivery times. Resolve order discrepancies and ensure timely processing and fulfillment. Fleet, SAMSRA, Sortly operating systems.

Problem Resolution:

Address customer concerns regarding damaged goods, incorrect orders, or delivery delays, providing appropriate solutions and ensuring customer satisfaction. Escalate complex issues to the appropriate department or manager while maintaining regular communication with customers until issues are resolved.

Product Knowledge and Recommendations:

Develop in-depth knowledge of the company's glass rack system and services to provide expert guidance and recommendations to customers. Assist customers in choosing the right glass racks based on their specific needs and requirements. Stay updated on new products, promotions, and industry trends to inform customers of relevant options.

Customer Relationship Management:

Build and maintain strong relationships with customers, ensuring their needs are met and exceeding their expectations where possible. Follow up with customers after order delivery to ensure satisfaction and address any additional needs or concerns. Encourage repeat business through proactive customer outreach and loyalty-building strategies.

Order Documentation and Reporting:

Accurately document all customer interactions, including inquiries, orders, and issues. Generate and maintain customer service reports, identifying trends and providing feedback to management for process improvement. Assist in compiling data for performance metrics and reporting on customer service satisfaction.

Collaboration with Internal Teams:

Work closely with the sales, warehouse, and logistics teams to ensure that customer orders are processed and delivered smoothly. Communicate effectively with the warehouse team to confirm product availability, stock levels, and shipping schedules. Collaborate with sales representatives to address specific customer requirements and ensure optimal customer experiences.

Quality Assurance and Continuous Improvement:

Continuously monitor and evaluate the quality of service provided to customers, making adjustments as necessary to enhance satisfaction. Suggest improvements in processes, workflows, or systems that would benefit customer service operations and customer experience. Contribute to the development of customer service policies and procedures to improve efficiency and quality.

Customer Feedback Collection:

Gather and document customer feedback to provide insights into customer needs, preferences, and pain points. Relay customer feedback to relevant departments to help improve product offerings, services, or internal processes.
Job Type: Full-time

Pay: $55,000.00-$65,000.00 per year

Additional pay:

Bonus pay
Benefits:

Dental care Extended health care Life insurance On-site parking Paid time off
Schedule:

8 hour shift Monday to Friday
Application question(s):

Do you have experience in the logistics, trucking or 3PL industries?
Work Location: In person

Expected start date: 2025-07-14