Customer Service Representative

Position Summary

The Customer Service Representative (CSR) serves as the primary point of contact between customers and LEL International. This role involves managing customer orders, coordinating internal communications, and ensuring a seamless process from order placement to shipment. The ideal candidate is detail-oriented, possesses excellent communication skills, and is dedicated to providing outstanding service to our customers.

Essential Duties & Responsibilities

•Order Management: Accurately process and input customer orders into the system, ensuring all details are corrected and complete.

•Customer Communication: Serve as the main contact for customer inquiries, providing updates on order status, shipment details, and addressing concerns promptly.

•Coordination: Collaborate with internal teams, including production, logistics, and sales, to ensure orders are fulfilled efficiently and on time.

•Documentation: Maintain accurate records of customer orders, communications, and any changes or adjustments made during the order lifecycle.

•Problem Resolution: Identify and address order discrepancies, delays, or issues proactively, working with relevant departments to resolve problems and keep customers informed.

•Follow-Up: Confirm shipment details with customers and verify satisfaction with the delivery process.

•Customer Support: Provide information on products, services, and company policies to assist customers in making informed decisions.

Non-Essential Duties & Responsibilities

•Assist with preparing reports on order trends and customer feedback to identify areas for improvement.

•Support the CSR Manager with special projects and process enhancements.

•Perform other duties as assigned.

Required Knowledge, Skills and Abilities

•Strong verbal and written communication skills, with a customer-focused approach.

•Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

•Proficiency in using customer relationship management (CRM) software and order processing systems.

•Attention to detail and accuracy in data entry and record-keeping.

•Problem-solving skills with the ability to work collaboratively across departments.

Previous Experience

Previous experience in a customer service role, preferably in a manufacturing or logistics environment.

Familiarity with ERP systems and basic knowledge of supply chain processes.