• Respond to customer’s inquiries or complaints regarding the organization’s products or services • Determine best method to resolve problems to ensure customer satisfaction and adherence to the organization’s policies • Coordinate problem resolution with appropriate departments • Inform customers of standard procedures or resolution of problem • Responsible for order management by handling all the details from purchase order to shipment of product • Serve as the primary point of contact for independent distributors and COD branches • Support Sales Managers by developing and improving phone-based revenue generation through the creation of sales leads, initiation of prospect calls, and establishment of ongoing rapport with customers • Monitor scheduled shipment dates to ensure timely delivery and expedite date of delivery • Educate customers about terminology, features and benefits of products in order to improve sales and customer satisfaction • Process Return Materials Authorizations (RMAs) and transfer requests; AAA (Credit/Debits) and Damage Claims • Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution • Follow up with customers to ensure customer satisfaction, document and report matters that need addressing • Prepare product or service reports by collecting and analyzing customer information. • Recommend potential products or services to management by collecting customer information and analyzing customer needs

• Provide client support • Address client inquiries and issues in a timely manner • Collaborate with internal teams to escalate complex issues

• Responsible for ensuring consistent delivery of high-quality customer service through oversight of quality assurance, issue resolution, compliance, and continuous improvement initiatives. • This role serves as a senior point of escalation for complex customer issues, monitors adherence to service standards and SLAs, and partners closely with leadership, training, account managers, and operations to improve customer outcomes and reduce repeat escalations. • Plays a critical role in safeguarding the customer’s experience by identifying systemic issues, driving corrective actions, and ensuring accountability across teams. • Partners closely with Customer Experience leadership to develop dashboards, recurring reports, and ad hoc analyses that measure performance against service level agreements (SLAs), identify trends, and drive enhancements to the overall customer experience.

• Lead, coach, and develop a team of 4 CS specialists through regular 1:1s, feedback, coverage planning, and development conversations • Own day-to-day operations: SLA management, QA, escalation support, and resolution quality across SMS, email, and escalations • Run the customer service programs on the team's plate: surveys, public reviews, escalation follow-through, VoC actions • Write or coach the team on responses to negative public reviews that acknowledge issues genuinely without over-validating or taking undue blame • Serve as backup coverage for the team during PTO and sick days • Monitor service KPIs (CSAT, FCR, response times, NPS, review metrics) and surface observations to leadership • Partner with the product and tech teams on tooling, workflows, and program design (they build, you run) • Be a voice for the team in cross-functional conversations