Customer Service Representative

Job Title: Customer Service Representative (CSR) Reports To: Director of Customer Service Location: Auveco Headquarters Position Summary:The Customer Service Representative (CSR) is a key member of the customer service team and serves as a primary contact and trusted resource for Auveco customers. This role is responsible for delivering consistent and exceptional customer experience by addressing inquiries, processing orders with accuracy, and resolving issues to ensure positive outcomes. The CSR builds strong relationships with customers, providing helpful guidance and support to foster trust and long-term satisfaction. Additionally, the CSR collaborates with internal teams to ensure seamless order fulfillment while also serving as a key internal resource by sharing customer insights, identifying automation opportunities, and driving continuous improvement. Key Responsibilities:Serve as a primary point of contact for customers, providing knowledgeable and professional support. Respond promptly to customer inquiries via phone, email, and other communication channels. Accurately process orders, returns, and adjustments while ensuring timely follow-up. Proactively identify customer needs and provide tailored solutions to enhance satisfaction. Resolve customer concerns efficiently, collaborating with internal teams and leadership when necessary. Develop and maintain strong customer relationships to foster trust and loyalty. Identify customers who may benefit from automation solutions such as website ordering and collaborate with internal teams to help transition them into more efficient ordering processes. Partner with sales, operations, and product teams to relay customer insights and feedback. Stay up to date on company products, services, pricing, and policies to provide accurate information. Assist with special projects and initiatives to improve customer service operations. Key Performance Indicators (KPIs):Customer Satisfaction (NPS): Measure customer loyalty by asking customers how likely they are to recommend your service to others. This is a key indicator of customer satisfaction and brand advocacy. Increase or maintain a positive NPS score. The goal is to consistently deliver excellent service quality and foster strong customer relationships. Resolution Time: The goal is to resolve customer issues on high priority cases within one business day. Work independently, adhering to our Sales Policy to make informed decisions to make fast and effective resolutions, ensuring customer satisfaction. Productivity and Efficiency: The number of cases managed accurately per customer service representative. Balance productivity with high-quality service while maintaining attention to detail. Physical Demands and Work Environment:This role is office-basedin a professional setting. Prolonged periods of sitting at a desk and working on a computer. Frequent use of telephone and headset for customer interactions. Limited travel may be required for training, company meetings, or industry events. Qualifications & Skills:Three years of customer service experience, preferably in a B2B or distribution environment. Experience in order processing software, preferably NetSuite, and basic computer skills using Microsoft Office Suite. Strong verbal and written communication skills with a customer-first mindset. Strong interpersonal skills with an empathetic and positive attitude. Detail-oriented with strong problem-solving and decision-making skills. Ability to multitask and manage time effectively in a fast-paced environment. Ability to remain calm and professional in stressful situations. Team-oriented with the ability to collaborate across departments. A proactive approach to gathering and sharing customer insights for continuous improvement. Benefits:Competitive salary based on experienceComprehensive health, dental, and vision insurancePaid time off (PTO) and holiday pay401(k) plan with company match

Created: 2025-03-01