Senior Customer Service Agent

Overview

Senior Customer Service Agent (Naples, FL) – United Abrasives, Inc. has an immediate opening for a Senior Customer Service Agent. As a leader in the abrasives industry, we have over 50 years of experience in the sales and distribution of products made in the USA. We are dedicated to providing high-quality products and superior service to our customers.

Position: Senior Customer Service Agent

Location: Naples, FL

Employment Type: Full-Time

• Customer Service Leadership & Support: Provide expert-level, courteous, and efficient customer support via phone, email, and other communication channels. Serve as an escalation point for complex customer issues and ensure timely, professional resolution.
• Team Support & Development: Assist in supervising, mentoring, and training customer service team members. Support onboarding, reinforce best practices, and help ensure consistent service standards and department goals are achieved.
• Order Processing & Issue Resolution: Oversee accurate order entry and processing. Proactively identify and resolve complex order, shipping, and customer issues while minimizing disruptions and delays.
• Product Knowledge & Guidance: Maintain advanced knowledge of abrasive products, applications, and benefits. Support the team and customers with technical product questions and tailored solutions.
• Operational & Managerial Support: Partner with the Customer Service Manager on scheduling, workflow management, performance feedback, and continuous improvement initiatives. Help monitor workload distribution and department efficiency.

• Excellent communication, interpersonal, and telephone skills.
• Strong computer and order-entry proficiency.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and decision-making skills.
• High attention to detail, sound judgment, and consistent attendance.
• Previous leadership or supervisory experience preferred.
• Desire to coach, mentor, and support team development.

• Health, dental, vision, and prescription insurance.
• Paid short- and long-term disability insurance.
• Paid life insurance.
• 11 paid holidays, vacation, sick time, and potential performance bonus.
• Excellent retirement profit-sharing plan.
• Salary commensurate with experience.

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