Customer Service Representative

WORK SHIFT:

JOB DESCRIPTION:

The Customer Service Representative provides excellent service to the Company's customers utilizing phone, email, and live chat. The CSR acts as a brand ambassador for Cambro and professionally represents the brand to our customers by providing excellent customer service in every interaction.

ESSENTIAL JOB FUNCTIONS

* Professionally answers customer calls, emails, and chat requests regarding orders, inquiries, and problems/complaints.

* Fulfills a high volume of calls and emails each day with a positive demeanor, exceeding customer expectations.

* Proactively responds to customer questions regarding products and/or orders in an efficient and accurate manner; answers technical questions and offers general information for end users.

* Resolves customer issues regarding product availability, tracking/delivery expectations, freight damage, product shortages, or other issues in a timely manner.

* Utilizes Salesforce Service Cloud CRM to manage customer interactions, ensuring transparent communication on customer issues with team members.

* CSR Role - 2026

* Works across multiple internal systems including ERP, CRM, freight tracking platforms, and customer web portals to research orders and resolve issues.

* Investigates order discrepancies, inventory availability, shipment status, and delivery timelines using ERP and internal systems to provide accurate customer updates.

* Solicits new or additional products when appropriate and offers customers options available to meet their needs.

* Assists customers with returned goods; process return authorizations.

* Works collaboratively with internal departments including production, sales, accounting, shipping, warehousing, and logistics.

* Utilizes basic freight terms (3rd party, collect, prepaid, etc.) and investigates missing or delayed shipments.

* Provides reports to support our team and customers and performs other administrative duties.

* Maintains accurate customer and order information across multiple systems to ensure data integrity and visibility for internal teams.

* Manages key customer accounts via web portals.

ADDITIONAL RESPONSIBILITIES

• Must be able to work overtime as needed, remain flexible and open to possible schedule changes in order to meet business needs.

REQUIRED QUALIFICATIONS

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or equivalent and 2-5 years working in a customer service or customer experience support center environment.

• Experience working within ERP systems required (AS400 experience strongly preferred).

• Experience using CRM systems such as Salesforce Service Cloud or similar platforms.

• Strong computer proficiency with the ability to navigate multiple systems simultaneously including ERP, CRM, reporting tools, and customer portals.

• Proven ability to work autonomously, prioritize and manage a rapidly changing workload.

• Ability to collaborate and communicate effectively with management, customers and distributors, with complete focus on customer service.

• Ability to adapt to change and embrace new processes and technologies.

• Ability to multi-task and perform duties in a fast-paced environment.

• Proficiency in Microsoft Outlook, Excel, Teams, and other business productivity tools.

• Excellent communication skills, both written and oral.

• Excellent listening and problem-solving skills.

• Ability to be empathetic, positive, and upbeat in all communications.

PREFERRED QUALIFICATIONS

• Customer service experience in a manufacturing, distribution, or foodservice equipment industry.

• Advanced ERP experience, including order entry, order management, or inventory visibility.

• Bilingual

• Experience working with EDI orders or customer web portals.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position may require:

Constant sitting, use of hands for repetitive movement. Occasional walking, standing, bending at the neck and/or waist, twisting at the neck and/or waist, use of hands for simple grasping, reaching above and/or below shoulder level, lifting and/or carrying up to 10 lbs.

PPE REQUIREMENTS

*Safety glasses, when in shop environment

*Face covering (mask) in accordance with company policy

COMPENSATION RANGE:

$25.13 - $31.00

Salary may vary based on experience.

CAMBRO is proud to be an equal-opportunity workplace. All qualified applicants will receive consideration for employment without regard to and will not be discriminated against based upon race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic information, military or veteran status, or other characteristics protected by law. Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.