Customer Service Associate

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 #BEAAmerica