Job Description

Job Location: Sun Hydraulics 803 - Sarasota, FL 34243
Position Type: Full Time
Job Shift: Day
Job Category: Customer ServiceJob

Summary:
The Customer Service Representative is responsible for providing exceptional support to customers by responding to inquiries, managing orders, and coordinating with internal teams to ensure on-time, accurate delivery of products and services. This role requires strong communication skills, attention to detail, and the ability to work effectively in a fast-paced, customer-focused environment.
Duties/Responsibilities:
- Respond promptly and accurately to customer inquiries regarding products, order status, and general support needs.
- Manage day-to-day customer communications via email, video conference, and phone, ensuring timely follow-up and resolution of open items.
- Enter, update, and maintain customer orders in the system, including shipping methods, returns, credits, and debits.
- Assist customers with general inquiries, basic troubleshooting, and issue resolution, ensuring a positive customer experience.
- Escalate complex or time-sensitive issues as necessary to meet customer production and delivery requirements.
- Collaborate with cross-functional teams (e.g., Sales, Logistics, Quality, Operations) to resolve customer issues and fulfill requirements.
- Participate in customer meetings as needed and prepare related reports, summaries, and follow-up documentation.
- Prepare export documentation and maintain a working knowledge of export trade compliance requirements.
- Monitor PPAP (Production Part Approval Process) requests and coordinate with the Quality team to ensure all requirements are met prior to shipment.
- Maintain accurate and detailed records of customer interactions, transactions, feedback, and actions taken.
- Provide regular reports to management on customer feedback, recurring issues, trends, and opportunities for process or service improvements.
- Perform additional duties and responsibilities as deemed necessary by management to support business needs.

QualificationsRequired Skills/Abilities:
- Excellent written and verbal communication skills.
- Strong customer service orientation with a professional, solutions-focused approach.
- Experience with ERP systems preferred.
- Proficiency in email communication and Microsoft Office (Outlook, Word, Excel, PowerPoint).
- High level of accuracy and attention to detail.
- Ability to manage multiple tasks and priorities effectively.
- Flexibility to support customers in varying time zones, up to twice per month.
Education and

Experience:
- 1–3 years of customer service experience and/or practical experience with related products, processes, or industry.
- Demonstrated ability to manage time effectively in a fast-paced, deadline-driven environment.
- Strong problem-solving skills and the ability to handle challenging situations with professionalism and composure.
- Solid working knowledge of the relevant subject matter (products, services, or industry).
Physical Requirements:
- Ability to remain seated and/or standing at a workstation for extended periods while working on a computer and handling phone or video communications.