Technical Customer Service Representative

Job Description

Job Description

General Summary:
Provides frontline customer service support to both internal and external customers. Responsibilities include processing orders, quotes, and EDI transactions; responding to customer inquiries and product requests; managing order follow-up; and resolving basic customer issues using foundational knowledge of Exotic product lines and business systems.

Essential Job Functions:

Order Management & Processing

• Processes customer orders accurately from receipt through completion, including order entry, verification, and confirmation
• Manages EDI (Electronic Data Interchange) transactions, including order receipt, processing, and error resolution
• Handles order follow-up activities, including status updates, expedite requests, and delivery coordination
• Processes RMAs (Return Merchandise Authorizations) in accordance with company policies and customer agreements

Customer Communication & Support

• Responds to customer inquiries regarding product availability, order status, pricing, and general account questions
• Prepares and processes customer quotations with accurate pricing and product specifications
• Documents and processes customer complaints following established procedures to ensure timely resolution
• Maintains professional communication with customers through phone, email, and other channels

Financial & Pricing Knowledge

• Applies understanding of cost structures, discount schedules, and gross profit calculations to support pricing decisions
• Utilizes customer-specific pricing matrices to ensure accurate quotations and order processing
• Reviews orders for pricing accuracy and margin requirements before submission

Product & Supplier Knowledge

• Demonstrates foundational knowledge of Exotic product lines to answer basic customer questions and identify appropriate solutions
• Maintains working knowledge of core supplier base and their product offerings
• Accesses and navigates supplier portals to verify product availability, specifications, and lead times

System & Process Compliance

• Follows all departmental and corporate policies and procedures to ensure consistent service levels
• Meets established productivity metrics for order processing, quote turnaround, and customer response times
• Maintains accurate records and documentation in company systems for all customer interactions and transactions

Supplemental Job Functions:

• Performs other duties as assigned or requested.

Knowledge, Skills and Abilities Required:

• High School Diploma (required), Associate’s degree preferred.
• Previous work experience (prefer customer-service related experience).
• Previous experience working on a computer.

Exotic Automation & Supply maintains a drug-free workplace, including testing for marijuana.

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