CUSTOMER SERVICE REPRESENTATIVE
Classification:
Exempt
Reports to:
Customer Service Manager
Position Summary
The Customer Service Representative is responsible for managing customer accounts and ensuring a high level of service throughout the order process. This role serves as the primary point of contact for customers and works closely with internal teams to ensure accurate, timely order fulfillment and a positive customer experience.
Key Responsibilities
- Manage customer orders from start to finish, ensuring accuracy, quality, and on-time delivery
- Communicate daily with customers via email and phone regarding order status, shipments, delays, and specifications
- Track production schedules and coordinate updates with Shipping and internal teams
- Resolve shipping issues including delays, damages, lost shipments, and billing discrepancies
- Coordinate expedited and time-sensitive shipments as needed
- Work with Quality Assurance on rejected shipments and corrective actions
- Obtain freight quotes from carriers and brokers when needed
- Support return shipments and related logistics
- Identify opportunities to sell excess inventory and support revenue generation
- Monitor customer forecasts and identify gaps in order placement
- Maintain accurate customer records and account information
- Resolve customer issues by identifying problems and providing timely solutions and follow-up
- Act as liaison between customers and internal departments (Sales, Production, QA, Shipping, Accounting)
- Coordinate with external partners including carriers, brokers, and warehouses
- Support other Customer Service Representatives as needed
- Assist with process improvements and continuous improvement initiatives
- Maintain a clean and organized work environment
- Perform other duties as assigned
Skills & Competencies
- Strong communication and customer service skills
- Ability to multitask in a fast-paced environment
- High attention to detail and strong organizational skills
- Problem-solving and troubleshooting ability
- Basic math skills (fractions, percentages, measurements)
- Comfortable working with office equipment and computer systems
- Able to work independently and as part of a team
- Strong sense of urgency and reliability
Work Environment
Office and production floor environment. Fast-paced with frequent interaction across departments. Low noise level.
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.
