About this role
Scope of the Position
The Customer Service Associate provides front-line customer support and order administration for multiple business segments, serving customers across the US, Canada, and Latin/South America. The role manages a high volume of daily order entry and customer communications (phone and email) while ensuring accurate data entry, timely follow-up, and effective coordination with Sales, Operations/ Shipping, Finance, Quality, and technical teams to resolve issues and meet customer expectations. This position requires comfort navigating multiple systems (e.g., ERP/order entry tools (Dynamics), Freshdesk, etc), the ability to prioritize competing requests throughout the day, and a consistent focus on order accuracy, responsiveness, and a positive customer experience.
Key Responsibilities
• Enter customer orders for all business segments accurately and efficiently in the ERP/order entry system (Dynamics), maintaining a high daily throughput while meeting accuracy expectations. • Manage a high volume of inbound customer communications via email and phone; monitor shared inboxes, triage requests, and ensure timely responses and follow-up. • Answer and direct incoming calls using the phone system (Zoom) and route inquiries appropriately to Sales, Technical Support, Accounting, Operations/Shipping, or other departments. • Provide customer support related to standard pricing, product availability, lead times, order status, shipment tracking, and general order questions. • Process order maintenance activities including order changes, cancellations, address updates, and other modifications while clearly communicating impacts to customers and internal teams. • Perform data entry across customer platforms and systems as required, ensuring accuracy and completeness of customer, order, and shipment information. • Initiate and process RMAs, warranty orders, replacements, and related documentation in accordance with established procedures. • Partner cross-functionally with Sales, Operations/Shipping, Finance, Quality, Marketing, and Product Management to research and resolve customer issues and prevent repeat problems. • Maintain clear, organized records of customer interactions and order activity to support continuity, reporting, and audit readiness. • Contribute to a positive, professional customer experience by demonstrating responsiveness, attention to detail, and effective problem-solving.
Competencies
Requirements Degree(s) or certification(s): Minimum: High school diploma or equivalent Re-certification requirements: N/A Professional experience required (min.): 3-5 years of experience in a sales support, customer service, or administrative role Technical Competencies
• ERP/order entry proficiency (Dynamics) with strong data entry accuracy and speed • Freshdesk proficiency; maintains accurate customer and order information. • Microsoft Office (Excel, Outlook, Teams) and video/phone platforms (Zoom) • Ability to learn and navigate multiple customer portals/platforms and internal tools.
IT skills
• Freshdesk, Microsoft Excel/Outlook/Teams, Zoom
Language skills French: N/A English: Yes Interpersonal skills
• Customer-focused communication (written and verbal) with professional phone presence. • Attention to detail and thorough follow-through; commitment to order accuracy. • Time management and prioritization in a high-volume, fast-paced environment • Problem-solving and sound judgment; knows when and how to escalate issues. Collaboration and teamwork across departments; adaptable to changing priorities
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