Position Overview
We are seeking an experienced Customer Service Representative II to provide exceptional customer support and serve as a key point of contact for customer inquiries, order management, and issue resolution. This role requires strong communication skills, attention to detail, and the ability to work independently while collaborating with internal teams to ensure timely and accurate order fulfillment.
The ideal candidate will have experience supporting customers in a business-to-business or call center environment and be comfortable managing a high volume of inquiries across multiple communication channels.
Key Responsibilities
Customer Support & Issue Resolution
- Respond to customer inquiries, concerns, and complaints via phone, email, and other communication channels.
- Provide accurate information regarding products, policies, procedures, order status, and inventory availability.
- Research and resolve customer inquiries, discrepancies, and issues in a timely and professional manner.
- Maintain a high level of customer satisfaction through effective communication and follow-up.
Order Management
- Process customer orders, modifications, and cancellations accurately and efficiently.
- Identify alternative or substitute products when requested items are unavailable.
- Communicate special order requirements, including expedited shipping requests, delivery constraints, and unique customer needs.
- Track customer orders and ensure service-level expectations are met.
Cross-Functional Collaboration
- Partner with Sales, Marketing, Quality, Manufacturing, and Operations teams to resolve order-related issues.
- Coordinate with internal departments to ensure accurate and timely order fulfillment.
- Support team objectives and contribute to overall departmental service goals.
Systems & Documentation
- Maintain accurate customer records and documentation within SAP and Salesforce.
- Utilize company systems to track customer interactions, orders, and issue resolution activities.
- Ensure all customer information and transactions are documented accurately.
Qualifications
Required
- Associate degree or equivalent combination of education and experience.
- Minimum of 2–3 years of customer service experience in a business, customer support, or call center environment.
- Strong verbal and written communication skills.
- Ability to manage a high volume of customer inquiries across multiple channels.
- Strong problem-solving and organizational skills.
- Ability to work independently with moderate supervision.
Preferred
- Experience with Salesforce.
- Experience with SAP.
- Proficiency with Microsoft Excel and Microsoft Word.
- Experience supporting order management, inventory inquiries, and customer account resolution.
Key Skills
- Customer Service
- Order Processing
- Problem Resolution
- Salesforce
- SAP
- Microsoft Excel
- Microsoft Word
- Cross-Functional Collaboration
- Communication Skills
- Attention to Detail
- Time Management
Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.
Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
