Customer Support Representative

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About the position

The Customer Support Representative at GloryBee is responsible for managing customer interactions and overseeing the order process from inquiry to delivery. This role is critical in ensuring a seamless customer experience by utilizing ERP and CRM systems to handle the entire order lifecycle, process EDI transactions, and manage fulfillment. The representative acts as the main point of contact for customer inquiries and collaborates with various internal teams to provide updates, resolve issues, and ensure orders meet customer specifications.

Responsibilities

  • Manage customer interactions and order processes from inquiry through delivery.
  • Handle the entire order lifecycle using ERP and CRM systems.
  • Process EDI transactions and oversee end-to-end fulfillment.
  • Act as the main point of contact for customer inquiries.
  • Collaborate closely with sales, logistics, warehouse, and accounting teams.
  • Provide real-time updates and resolve issues related to orders.
  • Ensure orders align with inventory and customer specifications.

Requirements

  • Experience in order processing, fulfillment, and EDI transactions, preferably using ERP and CRM systems.
  • Strong project management skills to oversee and communicate order timelines effectively.
  • Customer service expertise with excellent communication skills.
  • Proven ability to collaborate with cross-functional teams.
  • Ability to work closely with sales teams to meet account-specific requirements.
  • Problem-solving skills for managing escalations and troubleshooting order issues.
  • High school diploma or GED required; Bachelor's degree preferred.
  • 2-3 years of experience in order management, customer service, or a related field.

Nice-to-haves

  • Detail-oriented and proactive in managing order compliance.
  • Strong attention to detail with experience managing orders across multiple systems.
  • Familiarity with ERP systems and EDI tools (e.g., Microsoft Dynamics, SAP, SPS).
  • Excellent organizational skills with the ability to manage multiple tasks.
  • Proficiency in Microsoft Office, especially Excel.

Benefits

  • Medical, dental, and vision insurance.
  • Healthy living reimbursements.
  • Generous 401(k) match.
  • Competitive paid time off.
  • Liberal holiday schedules.
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