Position Summary Every customer interaction shapes the Kolbe experience. The Customer Support Representative serves as a key frontline member of Kolbe's Customer Support team. Using strong communication skills and established procedures, training resources, and knowledge tools, the CSR resolves routine inquiries, supports order-related activities, and connects customers with the right resources when additional expertise is needed. What Makes Someone Successful in This Role You may enjoy this role if you: • Enjoy helping customers and solving problems. • Like learning new products, systems, and processes. • Take pride in accuracy and follow-through. • Can balance multiple priorities. • Work collaboratively and share knowledge with others. • Approach challenges with curiosity and a willingness to learn. Key Responsibilities Customer Support & Communication • Serve as a primary point of contact for routine customer inquiries via phone, email, and shared inboxes. • Gather information, answer questions, and communicate clearly regarding products, processes, order status, and next steps. • Provide timely, professional support to deliver a positive and consistent customer experience across all interactions. Order & Transaction Support • Process routine orders, updates, transactions, and related documentation according to established procedures. • Maintain accurate and complete information within company systems. • Recognize non-standard requests, exceptions, and complex issues and coordinate with the appropriate team members for resolution. Problem Solving • Use knowledge base articles, procedures, training materials, and system resources to research and resolve customer inquiries. • Apply documented processes consistently and escalate requests when additional expertise is needed. • Participate in ongoing product, system, and process training. Teamwork & Continuous Improvement • Share knowledge and support workload balancing and changing business priorities. • Identify opportunities to improve procedures, documentation, and customer support processes. • Contribute to a collaborative, knowledge-sharing team culture. Key Skills & Qualifications • Strong verbal and written communication skills. • Customer-focused mindset with a commitment to responsive, professional service. • High attention to detail and accuracy. • Strong organization, time-management, and problem-solving skills. • Ability to learn new products, systems, and documented procedures. • Proficiency with business systems, CRM platforms, and Microsoft Office applications. • Team-oriented approach with a willingness to learn and support others.