Senior Customer Service Representative

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As a Senior Customer Experience Representative, you’ll provide support to customers and serve as a subject matter expert on key customer issues. You will play a key role in ensuring exceptional service to our customers across Finished Goods and serve as a vital link between our sales, logistics, and finance teams, managing orders, solving problems, and building lasting customer relationships.

• Partner with the sales & marketing team to support customer accounts and resolve issues quickly and professionally.
• Act as a liaison between retail and commercial customers/distributors and internal teams to ensure smooth communication and customer satisfaction.
• Serve as a back‑up or provide assistance to the Customer Experience Lead when necessary.
• Process and monitor customer orders accurately, ensuring timely fulfillment from scheduling through shipping.
• Coordinate credit, planning, shipping, and logistics to meet delivery expectations.
• Provide order updates, delivery details, and status reports as needed.
• Hit agreed upon daily, monthly and annual KPI’s for the individual and department.
• Handle incoming customer inquiries via phone or e‑mail with a solutions‑focused mindset.
• Strong knowledge of product and application questions, providing accurate pricing, availability, and other information.
• Investigate complaints and coordinate with the Customer Experience Supervisor to determine root causes and implement corrective actions.
• Resolve billing/payment issues, issue credits, and manage rebate processes as needed.

• Maintain accurate customer files and order records in all online systems, including the CRM.

• 2-4 years experience in a customer service or order management role, preferably in manufacturing.
• Strong verbal and written communication skills with a customer‑first attitude.
• Excellent problem‑solving, follow‑through, and organizational skills.
• Ability to work collaboratively in a fast‑paced environment.
• Proficiency with Microsoft Excel, Word, Outlook; ERP and CRM (Hub Spot or equivalent) experience preferred.

• Medical, dental, and vision insurance.
• Flexible spending account.
• Short‑term and long‑term disability coverage.
• 401(k) with 100% company match on the first 4% and total company match of 5%.
• Employee assistance program.
• Voluntary supplemental insurance.
• Employee referral bonus.
• All benefits are available from day one.