Technical Customer Service Representative

Customer Service Representative

Provides frontline customer service support to both internal and external customers. Responsibilities include processing orders, quotes, and EDI transactions; responding to customer inquiries and product requests; managing order follow-up; and resolving basic customer issues using foundational knowledge of Exotic product lines and business systems.

Order Management & Processing

Processes customer orders accurately from receipt through completion, including order entry, verification, and confirmation

Manages EDI (Electronic Data Interchange) transactions, including order receipt, processing, and error resolution

Handles order follow-up activities, including status updates, expedite requests, and delivery coordination

Processes RMAs (Return Merchandise Authorizations) in accordance with company policies and customer agreements

Customer Communication & Support

Responds to customer inquiries regarding product availability, order status, pricing, and general account questions

Prepares and processes customer quotations with accurate pricing and product specifications

Documents and processes customer complaints following established procedures to ensure timely resolution

Maintains professional communication with customers through phone, email, and other channels

Financial & Pricing Knowledge

Applies understanding of cost structures, discount schedules, and gross profit calculations to support pricing decisions

Utilizes customer-specific pricing matrices to ensure accurate quotations and order processing

Reviews orders for pricing accuracy and margin requirements before submission

Product & Supplier Knowledge

Demonstrates foundational knowledge of Exotic product lines to answer basic customer questions and identify appropriate solutions

Maintains working knowledge of core supplier base and their product offerings

Accesses and navigates supplier portals to verify product availability, specifications, and lead times

System & Process Compliance

Follows all departmental and corporate policies and procedures to ensure consistent service levels

Meets established productivity metrics for order processing, quote turnaround, and customer response times

Maintains accurate records and documentation in company systems for all customer interactions and transactions

Supplemental Job Functions:

Performs other duties as assigned or requested.

Knowledge, Skills and Abilities Required:

High School Diploma (required), Associate's degree preferred.

Previous work experience (prefer customer-service related experience).

Previous experience working on a computer.