Customer Service Representative

JOB DESCRIPTION

Provide outstanding customer service to internal and external stakeholders by ensuring smooth coordination throughout the order-to-invoice process. Serve as a brand ambassador for all product lines offered by Finishworks by delivering a high standard of professionalism and support.

• Greet customers and sales representatives courteously and professionally via phone, email, and in person.
• Provide accurate information about products, services, and company policies.
• Resolve customer issues, including complaints, returns, and other concerns.
• Initiate workflows for new paint match requests from customers.
• Maintain detailed records of customer interactions and transactions.
• Create and manage customer accounts, collaborating with Accounts Receivable and Credit to establish payment terms.
• Process orders (phone, email, or in person) with accurate pricing and details.
• Troubleshoot common issues and suggest solutions.
• Handle payments received from customers and sales representatives.
• Collaborate with local and regional Operations and Customer Service teams to ensure timely and complete order processing.
• Identify opportunities to increase sales by recommending alternative or complementary products and services.
• Maintain active communication with customers to resolve issues promptly and keep them informed.
• Collect customer feedback to improve the overall experience.

• Strong written and verbal communication skills.
• Effective problem‑solving abilities to resolve issues efficiently.
• Active listening skills to address customer needs and concerns.
• Comprehensive knowledge of company products and services or the ability to learn quickly.
• Ability to foster positive interactions with team members and customers, even in challenging situations.
• Optimistic mindset with a focus on achieving positive outcomes.
• Flexibility to adapt communication styles as needed.
• Familiarity with ERP and CRM systems; experience with MS Dynamics Finance & Operations and/or Hub Spot is a plus.
• High school diploma or equivalent.

• Previous experience in customer service or a related field is preferred but not required; training will be provided for candidates with transferable skills.

• Prioritize and complete tasks as assigned with a proactive approach to responsibilities.
• Perform duties with discretion and maintain confidentiality, particularly with employee‑related information.

• Primarily desk work involving extended periods of sitting.
• Occasional walking within the facility and light lifting (up to 20 lbs).
• Regular use of hands for typing, handling objects, and reaching with arms.

• Office setting with controlled air temperatures.
• Periodic exposure to shipping, receiving, and production areas, which may have regulated heating but minimal air conditioning.
• Light exposure to airborne chemicals within production environments.

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