Customer Service Rep III

Description

Detail-oriented and customer-focused professional to serve as a Lead Customer Service Specialist. This role combines frontline customer support with the specialized knowledge required to manage and execute government contract support. The ideal candidate will excel at building strong client relationships, strong multitasking skills, resolving inquiries efficiently, and supporting the government contracts team with day-to-day tasks.

8:30am - 5pm, Monday to Friday

$27/hr - $33/hr

Essential Functions & Responsibilities:

Customer Service Duties

• Serve as the primary point of contact for customer inquiries, Quotes, and Sales Orders.
• Provide timely and effective support via phone, email, and other channels.
• Respond to customer inquiries via phone and email promptly and professionally.
• Process orders & quotes and coordinate with the production and logistics team.
• Provide accurate information about products and services.
• Maintain customer records and update account information as needed.
• Collaborate with other departments to ensure customer satisfaction.
• Resolve complaints and follow-up with customer resolution and corrective action.

Government Contracts Duties:

• Work with the Government Contracts manager on proposal preparation, invoice submission, order entry, compliance tracking, and reporting.
• Manage government contracts bid portals.
• Oversee Government Lab Testing Process: Request government material testing and maintain shade reports logs.
• Collaborate with internal teams to ensure contract requirements are met.
• Maintain accurate records and documentation for all contracts.

Secondary Functions & Responsibilities:

• Train new employees and support team members with their questions as needed.
• Research order, invoices and shipment discrepancies as needed
• Draft customer email correspondence, conducting online research, and organizing files.
• Create Daily and Weekly Sales Report.
• Conduct Quarterly Year-over-Year analysis to identify opportunities or trends.
• Other responsibilities as assigned by management.

Requirements

Education & Experience

• Associate degree desired.
• Microsoft Great Plains ERP experience preferred.
• Ability to multitask and manage time effectively.
• Excellent communication skills, both written and verbal.
• Strong problem-solving abilities and attention to detail.
• Minimum of 5 years of experience in Customer Service or related field.
• Proficiency in using the Microsoft Office Suite.

The Brickle Group is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy-related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. The Brickle Group also prohibits discrimination based on menopause and related medical conditions, including vasomotor symptoms such as hot flashes and night sweats. The Company will provide reasonable accommodations for menopause related limitations unless doing so creates undue hardship.