Customer Service Representative

Position Overview:

Responsible for supporting sales reps and customers with inquiries, processing and adjusting orders, providing order status, applying discounts, handling returns, providing order confirmations, invoices, and credits, coordinating between departments, and resolving issues.

Key Responsibilities:

Order Processing and Management:

Accurately and efficiently process orders and EDI orders, verifying prices.

Ensure timely and correct order fulfillment.

Coordinate with the logistics team to manage order status and delivery schedules.

Provide tracking information and confirm shipments.

Handle special orders, promotional orders, bulk requests, and order adjustments as necessary.

Rep/ Customer Support:

Serve as the point of contact for reps and customers regarding orders, pricing, shipping, and product information.

Provide knowledgeable and professional support to reps and accounts over the phone, email, or chat.

Resolve order-related or product issues, including returns, credits and discrepancies, ensuring customer satisfaction.

Address inquiries about product availability, catalog details, and shipping methods.

Track shipments and work with logistic teamm to ensure timely delivery of orders to wholesale customers.

Keep reps informed of shipping status, including any delays, backorders, or issues.

Identify and resolve order issues, such as product defects, shortages, or incorrect shipments.

Account Management:

Build and maintain strong relationships with reps and customers.

Manage customer accounts, including updating billing and shipping information, contact details, email, shipping terms, carrier, method, etc.

Work closely with other departments (sales, finance, product, logistics) to resolve issues and find solutions.

Product Knowledge:

Stay updated with product offerings, inventory levels, and any product updates.

Qualifications:

Education: High school diploma or equivalent; associate’s or bachelor’s degree in business, or a related field (preferred).

Experience:

Experience in customer service or sales, preferably in wholesale, with a focus on footwear or apparel.

Experience using NetSuite ERP.

Skills:

Proficient in MS Excel

Excellent written and verbal communication skills.

Strong organizational and multitasking abilities.

Detail-oriented with a focus on resolving issues efficiently and professionally.

Customer-focused with a professional and friendly attitude.

Able to work independently and collaboratively as part of a team.

Work Environment:

In the office 4 days a week, with remote work on Fridays.