Job Description

Purpose of the Job

We are seeking a detail-oriented and customer-focused individual to join our team as a Customer Service Representative. This role is based in our distribution center in Kenosha, WI and is responsible for handling inbound client inquiries via phone and email (Zendesk). The ideal candidate will be skilled in communication, problem-solving, and multitasking in a fast-paced distribution environment.

This position will be based in our office in Kenosha, WI 5 days per week. The work schedule is Monday through Friday.

Key Responsibilities

• Respond promptly and professionally to incoming phone calls and email inquiries from clients.
• Provide accurate information regarding order status, shipping updates, tracking details, and product availability.
• Process order changes, cancellations, and address corrections in accordance with company policies.
• Investigate and resolve issues related to delayed, lost, or damaged shipments.
• Document all client interactions in Zendesk with clarity and accuracy.
• Collaborate with warehouse, logistics, and sales teams to ensure timely resolution of client concerns.
• Escalate complex issues to the appropriate internal teams when necessary.
• Maintain a high level of product knowledge and stay updated on company policies and procedures.

Knowledge, Skills + Experience

• High school diploma or equivalent; associate or bachelor's degree preferred.
• 1+ years of experience in a customer service or call center environment, preferably in distribution or logistics.
• Proficiency with Zendesk or similar customer service platforms.
• Proficiency with Microsoft Office, especially Outlook and Excel.
• Strong verbal and written communication skills.
• Ability to multitask and manage time effectively in a high-volume setting.
• Empathy, patience, and a positive attitude when dealing with clients.

Company Benefits

• Healthcare, dental, vision insurance.
• Short-term and long-term disability coverage.
• 401k with discretionary company match.
• 16 days of PTO with 9 company holidays + 3 floating holidays.

Your application will be reviewed by a member of our Recruiting Team and we'll reach out to you directly if there's a fit for the position. We're using video conferencing software to conduct many of our interviews, but all interviews will be live with a member of our Recruiting or Hiring teams.

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