Customer Service Representative, Sr.

The Customer Service Representative, Sr delivers exceptional support to internal and external customers via phone or in-person interactions. This role focuses on resolving inquiries, processing orders, ensuring timely deliveries, and upholding the company’s mission, policies, and procedures.Key Responsibilities: This role encompasses the following core duties, with additional tasks assigned as needed to meet customer requirements:Support the Customer Service Manager with reports, meeting information, and development of training programs, policies, and initiatives.Professionally manage incoming calls and promptly address customer inquiries, orders, and concerns via phone or email.Mentor Customer Service Representatives, providing performance feedback.Maintain clear, proactive communication with customers, providing accurate technical or product-related information.Process and route customer orders/changes accurately using SAP.Investigate and resolve customer complaints and billing issues, escalating to the manager when necessary.Support CH200QPPM quality objectives and drive related improvement initiatives.Collaborate with cross-functional teams to ensure reliable customer information and timely order processing/shipping.Partner with Sales to implement pricing updates in SAP.Act as a liaison with other departments, sharing updates and supporting outside sales representatives.Stay informed about products, services, and industry trends.Embrace change, seek continuous improvement, and work independently with minimal supervision.Complete special projects and other duties as assigned.