Customer Service Representative

Education Requirements

• Associate degree or equivalent combination of education and work experience.
• High school diploma or GED required.
• Training in customer service, business administration, or related fields is a plus.

Experience Requirements

• Minimum 2+ years of customer service, order processing, or customer support experience.
• Experience entering and managing customer purchase orders (POs) in ERP systems.
• Background handling customer inquiries, order updates, returns, warranties, and issue resolution.
• Experience working with email, EDI transactions, and customer portals preferred.

Preferred Qualifications

• Knowledge of Oracle ERP systems or similar order management software.
• Understanding of transportation, manufacturing, rail, transit, or industrial products.
• Ability to interpret bills of materials (BOMs), product structures, and customer specifications.
• Familiarity with international orders, Incoterms, pricing, and supply chain processes.
• Strong communication, problem-solving, and multitasking skills.

Physical Capabilities

• Ability to work in an office or customer service environment for extended periods.
• Frequent use of computers, phones, and other office equipment.
• Ability to sit, type, and communicate effectively throughout the workday.
• Occasionally participate in training, meetings, or cross-functional activities as needed.

Job Duties

• Process, verify, and enter customer purchase orders received through email, EDI, and customer portals.
• Manage order acknowledgments, scheduling updates, pricing inquiries, lead times, and order changes using Oracle ERP.
• Provide exceptional customer service by resolving customer concerns, investigating issues, and ensuring timely follow-up.
• Coordinate with internal departments to support accurate order fulfillment and maintain customer information records.
• Process warranties, returns, credits, and reimbursement requests while maintaining compliance with company procedures.
• Support commercial, international, transit, and bus-related orders while ensuring accuracy and customer satisfaction.
• Follow company safety standards, housekeeping requirements, and ongoing training initiatives.

Benefits vary by client and are confirmed at the time of offer. Examples may include:

• Medical, dental, and vision insurance
• Life insurance
• Disability insurance
• 401(k)
• Paid time off (PTO)