Customer Service Representative - Dallas, TX, USA
16 hours ago
Job description
Primary Job Function
Customer Service Representatives operate in an ERP-driven order management environment, functioning as order management specialists rather than traditional call-center support.
This role requires precise execution within enterprise systems that directly impact revenue recognition, fulfillment accuracy, inventory flow, and customer satisfaction.
CSRs are responsible for entering, validating, and managing orders within related platforms where errors can result in downstream operational disruption, financial loss, credits, rework, and customer dissatisfaction.
As such, accuracy, system proficiency, and procedural adherence are critical to the success of the business.CSR II serve as the frontline foundation of the Customer Service team and are responsible delivering consistent, professional service in accordance with established procedures.
The role focuses on execution, accuracy, responsiveness, and learning, providing the core skills and experience necessary for progression into advanced Customer Service roles.
Key ResponsibilitiesCustomer Interaction & Order ProcessingAnswer inbound calls and emails to assist customers with placing orders, order modifications, and product inquiries.
Maintain a high standard of professionalism and courtesy in all customer interactions.
Order Accuracy & ExecutionEnsure 99%+ accuracy when entering and processing orders.
Review order details carefully to prevent duplication, errors, or omissions.
Utilize available tools and reports to verify order accuracy and completeness.
Post-Sale Support (Tier I Scope)Support routine post-sale requests, including basic returns, exchanges, RMAs, and credit requests in accordance with documented procedures.
Track delivery status and provide standard updates to customers as needed.Escalate complex, time-sensitive, or non-routine issues to CSR II, CSR III, or leadership following established escalation paths.
Sales & Team CollaborationWork collaboratively with Sales Representatives to support customer needs and routine service requests.
Communicate clearly and timely with internal teams regarding order status or customer needs within defined scope.
Accept assigned tasks and requests from CSR II or leadership and complete them accurately and within required timeframes.
Process Adherence & LearningFollow all SOPs, templates, and workflows consistently.
Learn and apply platform functionality, product knowledge, and service standards.
Seek guidance when encountering unfamiliar or complex scenarios.
Actively participate in training and coaching to build proficiency and confidence.
Qualifications & SkillsRequired Minimum of 3 years of customer service or related experience.
High school diploma or GED required.
Strong written and verbal communication skills.
Ability to multitask, prioritize tasks, and manage time effectively in a fast-paced environment.
Proficiency in CRM systems, Microsoft 365, and customer service platforms (or ability to learn quickly).Strong attention to detail and commitment to accuracy.
Dependable, punctual, and professional in appearance and conduct.Ability to manage stressful situations calmly and professionally.
Preferred
- Food service and/or retail produce experience.
- Bilingual (English/Spanish) communication skills
Attendance & Punctuality:
Maintain 90%+ on-time attendance.
Call & Email Responsiveness:
Answer calls promptly and respond to emails within established service standards.
Order Accuracy:
Maintain 99%+ accuracy in order entry.
Task Completion:
Complete assigned tasks accurately and within required timelines.
Customer Experience:
Demonstrate professionalism, courtesy, and effective communication in every interaction.
Process Compliance:
Adhere to SOPs, escalation paths, and documentation standards.
Shift:
Must be available to work weekends
Monday through Friday the team has 3 shifts
7am-4pm (opening shift)
7:30am-4:30pm
8:30am-5:30pm (closing shift)
Saturday: 7am to 2:30pm and Sunday: 10am-5:30pm
When a CSR works weekends, they get their days off during the week
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