Job Description

Customer Service Representative

Summary

The Customer Service Representative (CSR) supports the order-to-delivery process by managing customer orders, requests, and related communication from entry through fulfillment. This role focuses on accurate order entry, verification of product, pricing, and delivery details, and adherence to established processes, while serving as a primary contact for routine order updates, shipment tracking, and general inquiries. This position builds foundational customer service, system, and process knowledge, providing a path for continued growth and development.

Type of Position: Full Time Location: Memphis Corporate Headquarters

Status: Non-Exempt Work Type: Hybrid (Onsite days: Tuesday/Wednesday/Thursday)

Who You Are

• A collaborative communicator who listens actively, shares accurate information, and engages respectfully with customers and teammates
• A self-starter who takes initiative in day-to-day responsibilities and demonstrates a strong desire to learn, grow, and deliver excellent service
• A team-oriented professional who demonstrates a positive attitude and contributes to a collaborative work environment

Essential Functions

To perform this job successfully, an individual must be able to perform each essential function satisfactorily.

• Enter and manage customer orders through the entire order cycle, verifying product codes, quantities, pricing, and customer details using established processes
• Monitor shipment status through carrier systems or direct follow-up, providing internal and external customers with accurate delivery updates
• Release, review, and update automated EDI orders in customer-specific portals
• Manage inbound and outbound phone calls professionally, listening carefully and communicating information clearly and courteously
• Partner with cross-functional teams to address customer needs, sharing relevant information and escalating issues that fall outside standard processes
• Receive, evaluate, and resolve routine customer inquiries and requests, including shipment tracking, order discrepancies, or product questions, escalating complex matters as needed
• Provide back-up support to maintain coverage and support shared team priorities
• Contribute to a positive, team-oriented work environment that fosters collaboration, accountability, and pride in excellent service delivery
• Participate in training, cross-training, and ongoing learning to build consistency and confidence in role responsibilities
• Share observations or suggestions related to processes or workflows as part of ongoing learning and collaboration

Required Skills, Knowledge, and Abilities

• Strong customer service orientation with the ability to communicate clearly and professionally, in line with established guidelines and expectations
• Consistent attention to detail when completing routine tasks, including verifying information and identifying basic errors
• Ability to follow defined procedures and recognize when questions or issues require escalation
• Willingness to support teammates, share information, and contribute to a collaborative team environment
• Computer proficiency with the ability to adapt to new systems, processes, or changing priorities with guidance and support
• Interpersonal skills that promote reliability, cooperation, and a team-focused approach

Education and Experience

An individual qualified for this job must have and maintain the following qualifications:

• High school diploma or equivalent.
• 1+ years of proven customer support or Highline Warren experience.
• Experience with AS400 based ERPs preferred.
• Experience with Customer Service Systems.