Customer Service Representative

Overview

The Customer Service Representative is responsible for providing professional and responsive customer service while accurately processing and managing customer orders within the Oracle ERP system. This position serves as a key point of contact for customers and works closely with Sales, Production, Shipping, Logistics, and other internal departments to ensure orders are entered accurately, processed efficiently, and fulfilled according to customer requirements.

The ideal candidate is highly organized, detail-oriented, customer-focused, and comfortable working in a fast-paced environment where accuracy, communication, and follow-through are essential.

Essential Duties & Responsibilities Customer Service & Order Management

• Receive and process customer orders submitted by phone, email, and other approved methods.
• Accurately enter customer orders into the Oracle ERP system, including product information, quantities, pricing, customer information, shipping instructions, and other order requirements.
• Review orders for accuracy and completeness prior to processing.
• Verify pricing, customer terms, discounts, and other applicable order information.
• Respond professionally and promptly to customer inquiries regarding products, orders, availability, shipping, and delivery status.
• Monitor open orders and provide customers and Sales personnel with updates as needed.
• Research and resolve order discrepancies, changes, delays, and other customer concerns.
• Process order changes, cancellations, returns, credits, and other transactions within Oracle in accordance with company procedures.
• Maintain complete and accurate customer and order documentation.
• Utilize Oracle ERP daily for order entry, order maintenance, returns, customer information, pricing verification, and order status.
• Ensure transactions are entered accurately and consistently to maintain system and data integrity.
• Review Oracle information to identify order issues or discrepancies and coordinate resolution with the appropriate department.
• Assist with identifying opportunities to improve Oracle order-entry processes and overall workflow.
• Follow established procedures and internal controls related to order processing and system transactions.
• Coordinate with Production, Shipping, Logistics, and other departments to support timely order fulfillment.
• Track shipments and assist customers with delivery-related questions or issues.
• Obtain freight information and quotes when necessary for LTL and truckload shipments.
• Communicate special shipping instructions, deadlines, or customer requirements to the appropriate departments.
• Maintain communication with management and Sales regarding order status, issues, and priority customer needs.
• Assist with customer documentation and information needed to support the sales and order fulfillment process.
• Receive customer concerns and commercial complaints and route or track them through the appropriate internal process.
• Build and maintain positive working relationships with customers through timely, accurate, and professional communication.
• Work collaboratively across departments to resolve customer issues and provide a consistent customer experience.
• Perform additional customer service and administrative duties as assigned.

Experience

• Previous experience in customer service, order processing, order desk, or a related administrative position preferred.
• Experience using Oracle ERP, particularly Oracle Order Management, strongly preferred.
• Strong data-entry skills with a high level of accuracy and attention to detail.
• Excellent verbal and written communication skills.
• Strong organizational skills with the ability to manage multiple orders, customers, and priorities simultaneously.
• Ability to research problems, identify discrepancies, and follow issues through resolution.
• Ability to work independently while effectively collaborating with Sales, Production, Shipping, Logistics, and other departments.
• Professional and customer-focused approach to handling inquiries, concerns, and challenging situations.
• Proficiency in Microsoft Outlook, Word, and Excel.
• Ability to learn and consistently follow established procedures and system processes.

Join us in delivering outstanding service while advancing your career in a supportive environment that values your skills!

Pay: $19.00 - $21.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person