CUSTOMER SERVICE REPRESENTATIVE

The Customer Service Representative - UDT is the primary point of contact for customers of UDT, one of the company's warehouse and manufacturing business units, handling inquiries, orders, and issues across phone, email, and chat. This role resolves problems accurately and efficiently — including questions tied to production timelines, inventory availability, and shipping — while creating a positive, professional experience that reflects well on the company at every touchpoint. This role reports to the Director, Sales - UDT and partners closely with UDT's warehouse and production operations, Billing & Accounts, Product/Technical Support, and Quality Assurance to keep sales, service, and fulfillment aligned.

Responsibilities

• Greet and engage UDT customers with a friendly, professional, and solution-oriented approach across all channels.

• Ask clarifying questions to fully understand customer needs before offering a resolution.

• Follow established scripts, policies, and escalation procedures while adapting communication to the situation.

• Coordinate with warehouse and production operations and other departments to resolve issues that fall outside first-contact resolution.

• Document each interaction thoroughly and accurately to support quality reviews and continuity of service.

• 1+ years of experience in a customer-facing or service role (call center, retail, hospitality) preferred.

• Strong verbal and written communication skills, including active listening.

• Proficiency with CRM, ticketing, or call center software, and a comfort level with learning new systems quickly.

• Ability to multitask, manage time effectively, and stay calm and professional under pressure.

• Strong problem-solving skills with sound judgment for when to resolve directly versus escalate.