Customer Service Representative

Job Description Job Description Description: Job Summary The Customer Service Representative (CSR) is responsible for providing exceptional support to customers by processing orders, preparing correspondence, and fulfilling customer inquiries. Passionate about building strong customer relationships, the CSR ensures high levels of customer engagement and satisfaction. This role requires professionalism in all interactions, including in-person, e-mail, and phone communications, and serves as an advocate for customer needs by effectively communicating complaints, questions, and concerns to the appropriate team members. Essential Job Functions

Creates a customer centric environment by responding promptly to customer inquiries while maintaining a positive, empathetic, and professional tone. Ensures effective and efficient Order-to-Cash process to maximize efficiency and service levels. Acts as the “extended arm” of the commercial sales team by accurately and efficiently processing product quotations, establishing new customer account setups, as well as other tasks defined by the sales team and approved by the Manager. Demonstrates well rounded hard skills (technical ability) as well as soft skills (communication, emotional intelligence, self-awareness, etc.) to work cohesively within a team environment. Exude strong cross-functional communication and collaboration skills to enhance customer experience. Works efficiently within order reports to identify potential opportunities within the reports leading to proactive communication internally and externally. Maintains and is well-versed in knowledge of applicable company policies and procedures. Maintains confidentiality in all aspects of client, staff, and corporate information. Participates in product training to effectively answer customer questions. Performs all other tasks or responsibilities as assigned by the Manager.

Qualifications and Skills

High school diploma, general education degree, or equivalent. 2+ years prior experience in customer service or related area. Proficient in Microsoft software programs including Outlook, Word, Excel, PowerPoint, and Teams. ERP/MRP experience required (SAP, Oracle, etc.) with Microsoft D365 preferred.

Competencies Demonstrates the ability to clearly communicate both written and verbal, problem solve, be adaptive to unique situations, time management, desire to learn, tenacity, and confidence. Must be able to work with a team or independently. Well-developed ability to multi-task and prioritize based on urgency. Demonstrates a strong interest in developing new skills, and the ability to learn new software systems. Maintain a professional image and demeanor. Physical Requirements Performing the duties of this job regularly involves sitting, standing, and walking. The duties also involve active hearing/listening, grasping, and reaching, as well as occasional lifting and carrying of products and supplies up to 25 pounds. Vision requirements include close vision, the ability to adjust, focus, and color code.

Mental Requirements An ability to maintain productivity in a fast-paced environment, follow instructions, and employ logical reasoning. Proficient in organizing, prioritizing, problem-solving, and interpreting data. Comfortable working in an open-office setting with interruptions, as well as independently. Maintains professional composure, patience, and emotional intelligence in challenging situations. Work Environment The work environment ranges from quiet to moderate noise levels, with occasional exposure to louder conditions in the production or warehouse area. Other Requirements Full-time, onsite position based at Safeguard HQ in Huntersville, NC. Travel requirements are minimal (

This job description is not designed to cover an exhaustive list of duties. Other duties may be assigned, and activities may change at any time with or without notice.

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