Job Description

Customer Service Representative - (Order Processing & Customer Interaction)

• High Point, NC, 27260
• 05+ Months Contract Possibility of Extension or Conversion
• Pay rate : $25.16/hr.

We are seeking a dedicated and proactive Customer Service Representative (Order Processing & Customer Interaction) to join our team and ensure the highest standard of customer experience across order processing, complaint resolution, and customer relationship management. You will act as a consultant for customers, supporting order-to-cash processes, and contributing to sales goals for the Americas region. Your efforts will directly impact customer satisfaction, process efficiency, and the reputation of our Customer Service Department as best-in-class.

Key Responsibilities

Order Processing & Customer Interaction

• Process customer orders accurately and efficiently, ensuring they are entered into the ERP system within 24 hours.
• Track and expedite orders by coordinating with Planners and Logistics.
• Provide timely price quotations for direct accounts and non-standard pricing requests.
• Answer customer queries and resolve complaints by offering product knowledge and alternative solutions.
• Register customer complaints, coordinate resolutions, and initiate credits or RMAs when applicable.
• Escalate urgent PMMT (new product setup and color) requests and follow up to meet deadlines.

Collaboration & Problem Solving

• Support the order-to-cash process and collaborate with third-party agencies to resolve collection issues.
• Raise issues with delivery and invoice processes with relevant teams.
• Identify opportunities to improve customer service processes and recommend enhancements.
• Investigate and determine root causes for customer service issues and implement corrective actions.
• Support training initiatives by offering process improvement suggestions and assisting new team members.

Documentation & Reporting

• Complete the registration, filing, and archiving of customer service-related documents.
• Run ad-hoc reports regarding customer usage and history.
• Deliver tailored information on high-profile accounts as required.

Compliance & Safety

• Adhere to all corporate and site-specific policies, procedures, and HS&E standards.
• Ensure proper communication and cooperation between customer service and field teams.

Decision-Making Authority

• Prioritize customer deliveries when resources are limited.
• Qualify and initiate urgent orders (JETS/Rapid Response).
• Recommend solutions for customer needs through product or specification suggestions.

Qualifications

Education

• High School diploma or GED – Required
• Associate’s or Bachelor’s degree – Preferred

Experience

• 4–5 years of experience with SAP – Preferred

Knowledge & Skills

• Ability to read, comprehend, and follow safety instructions.
• Excellent multi-tasking and prioritization skills.
• Strong interpersonal skills for effective customer interaction.
• Proficient in Excel, Word, SAP, and adaptable to new software.
• Able to use calculators, telephones, keyboards, and office machines daily.
• Strong communication skills both in person and over the phone.

Abilities

• Work independently with minimal supervision.
• Quickly adapt to changing priorities and processes.
• Analyze customer needs and recommend solutions effectively.

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