Sr Customer Service Representative

The Opportunity:Executes day-to-day customer service tasks by following a varied set of procedures to address customer inquiries and issues. Key responsibilities include managing customer expectations, coordinating resolutions across departments, and maintaining accurate records of customer interactions for follow-up actions. Responds to customer inquiries about order modifications, returns, or shipping issues, adapting solutions based on current circumstances and available options. Communicates regularly with internal teams (e.g., logistics, sales) to gather necessary information and resolve customer concerns promptly. Provides explanations to customers on product features, order statuses, or returns policies, ensuring clarity and understanding of the solution. Problems and concerns often involve dynamic and evolving situations, requiring the application of past experiences and judgment to find appropriate solutions.MAJOR JOB DUTIES AND RESPONSIBILITIES  (List in order of importance)Maintains and attracts potential customers by handling inbound sales and customer communication (calls/emails/click-to-chat) relating to service status or challenges/concerns/issues within the network.Responsible for handling in-bound sales and customer communication (calls/emails/click to chat) in the processing, expediting, and troubleshooting of customer orders. Owns the customer request and experience from initiation to final conclusion.Process, via computer, all customer requests. Utilize multiple and often complex systems, programs, and monitors in order to research information.Researches and resolves customer issues, expedites back orders, handles returns and special requests. Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. Proactively interacts with outside sales force to ensure regular communication on pricing and other customer concerns. Provides high-level, quality service, closely aligned with sales, to enable sales growth.Follows up with sales, suppliers, and customers on any outstanding issues.Looks for opportunities to provide solutions.Makes recommendations on areas for process improvement.Make decisions based on policies and past precedence, seeking guidance as necessary.Accountable to performance metrics such as schedule adherence, productivity standards and quality standards. Performs other duties as assigned. QUALIFICATIONS (Education/Training, Experience and Certifications)High school diploma or GED required; Bachelor degree a plus1-3 years applicable experience in a customer relationship type role (sales, military, call center, etc) KNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently)Strong communication skills, both verbal and writtenMust be a team player and be abl...