Answer approximately 20 to 50 incoming customer calls per day

Greet customers professionally and identify reason for calls

Collect customer and order information accurately

Clarify questions before researching requests

Handle order-status inquiries and communicate verified updates

Document important questions, requests, and follow-up needs

Escalate technical, quality, pricing, or unusual service concerns

Respond to customer email inquiries promptly and professionally

Research order status using Visual Shop ERP

Coordinate with warehouse personnel when ERP information is insufficient

Verify order status before communicating with customers

Maintain ownership of inquiries until resolved

Customer Service Representative

Responsibilities