Job Title: Customer Service Representative Job Type: (Remote) Job Summary The Customer Service Representative — Sales & Order Support is responsible for supporting customers throughout the sales and order process, from product inquiries and order placement through fulfillment and post-sale support. This position processes customer orders accurately, provides product and pricing information, coordinates with internal departments, resolves order-related issues, and ensures a positive customer experience. Key Responsibilities • Respond to customer inquiries regarding products, services, pricing, availability, promotions, and order status. • Assist customers with product selection based on their needs, preferences, and requirements. • Process new customer orders accurately through phone, email, online platforms, CRM systems, or order management systems. • Verify customer information, product details, quantities, pricing, shipping information, discounts, and payment terms. • Review orders for accuracy and completeness before submitting them for fulfillment. • Enter and maintain accurate customer and order information in CRM and order management systems. • Provide customers with order confirmations, invoices, shipping information, and other required documentation. • Monitor order status from placement through fulfillment and delivery. • Coordinate with Sales, Warehouse, Logistics, Shipping, Billing, and Operations teams to ensure timely order fulfillment. • Track backorders, delayed shipments, product availability, cancellations, returns, and exchanges. • Resolve order discrepancies involving pricing, quantities, products, shipping, billing, or delivery. • Process approved order changes, cancellations, returns, credits, refunds, and replacements. • Follow up with customers regarding pending orders, backorders, delayed shipments, or other open issues. • Provide accurate product and service information while identifying opportunities for upselling and cross-selling. • Support sales representatives with quotes, order entry, customer documentation, and order follow-up. • Maintain accurate customer records, sales information, order history, and communication records. • Respond promptly to customer questions and provide regular updates on order progress. • Escalate complex pricing, inventory, fulfillment, billing, or customer issues to the appropriate department or supervisor. • Monitor open orders and proactively identify issues that could affect customer satisfaction or delivery timelines. • Maintain knowledge of products, services, pricing structures, promotions, sales policies, and order procedures. • Ensure all customer and order information is handled securely and confidentially. • Meet established customer service, order accuracy, response-time, productivity, and service-level targets. • Identify recurring order issues and recommend improvements to sales and order-processing procedures. • Participate in training, quality assurance, customer service reviews, and process improvement initiatives. Qualifications • High school diploma or equivalent required. • Associate or bachelor's degree in Business Administration, Sales, Marketing, or a related field preferred. • 1–3 years of experience in customer service, sales support, order processing, inside sales, or a related role. • Strong customer service and communication skills. • Excellent attention to detail and data-entry accuracy. • Experience processing customer orders and maintaining customer records. • Strong organizational and time-management skills. • Ability to manage multiple orders, customers, and priorities simultaneously. • Basic proficiency with Microsoft Office, particularly Excel and Outlook. • Experience with CRM, ERP, or order management systems preferred. Preferred Qualifications • Experience with Salesforce, Microsoft Dynamics, SAP, Oracle, NetSuite, or similar systems. • Experience in sales administration, order management, or customer account support. • Knowledge of inventory, shipping, fulfillment, and billing processes. • Experience preparing quotes, sales orders, invoices, or customer documentation. • Experience with e-commerce or online order management systems. • Experience handling returns, exchanges, refunds, and product replacements. • Experience with upselling and cross-selling. • Bilingual or multilingual communication skills where required. Key Skills • Sales & Order Support • Customer Service • Order Processing • Order Management • Sales Support • Customer Account Management • Product Knowledge • Pricing & Quotation Support • Order Entry • Order Tracking • Inventory Coordination • Shipping & Delivery Support • Returns & Exchanges • Refund & Credit Processing • Upselling & Cross-Selling • CRM / ERP Systems • Data Entry & Validation • Problem Solving • Complaint Resolution • Cross-Functional Coordination Core Competencies • Customer Focus: Ability to provide responsive, professional support throughout the customer purchasing and order experience. • Order Accuracy: Ability to accurately process orders, pricing, quantities, customer information, and delivery requirements. • Sales Support: Ability to identify customer needs and support sales opportunities through product recommendations, upselling, and cross-selling. • Problem Solving: Ability to investigate and resolve order, fulfillment, shipping, and billing issues. • Communication: Ability to clearly communicate order information, product details, timelines, and resolutions to customers. • Organization: Ability to manage multiple orders, customer requests, follow-ups, and deadlines. • Attention to Detail: Ability to identify errors or discrepancies before they affect order fulfillment or customer satisfaction. • Cross-Functional Collaboration: Ability to coordinate effectively with Sales, Operations, Warehouse, Logistics, Billing, and other internal teams. • Customer Relationship Management: Ability to maintain accurate customer records and build positive, long-term customer relationships.