Customer Service Representative – West

About the role

We are seeking a Customer Service Representative (CSR) to be the primary point of contact for our customers on the West team. The CSR will handle inquiries, resolve issues, and deliver outstanding support while working Monday‑Friday, 8:00 am‑5:00 pm in Vancouver, WA.

Key responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and live chat, aiming for first‑contact resolution.
• Assist customers with product and service questions, technical issues, and account management.
• Resolve complaints with patience, empathy, and efficiency.
• Process returns, credits, and debits in the company portal/CRM.
• Collaborate with cross‑functional teams and escalate complex issues when needed.
• Process RFQs from customers and sales accurately in the ERP platform.
• Identify process‑improvement opportunities to enhance the customer experience.
• Stay up‑to‑date on product, service, policies, and procedures.
• Document interactions and transactions in the CRM system.
• Build credibility with the assigned customer base and influence buying decisions.
• Monitor KPI dashboards in PowerBI to ensure best‑in‑class service.

Required profile

• Bachelor’s degree or equivalent experience in a B2B customer‑service role.
• Excellent verbal and written communication with conflict‑resolution ability.
• Strong problem‑solving mindset focused on customers.
• Calm and composed under pressure.
• Proficiency with an ERP system; CRM experience is a plus.
• Flexibility to work in a fast‑paced environment and adapt to changing priorities.

Required skills

• ERP
• CRM
• PowerBi