Customer Support Representative

Position Summary

Every customer interaction shapes the Kolbe experience. The Customer Support Representative serves as a key frontline member of Kolbe's Customer Support team. Using strong communication skills and established procedures, training resources, and knowledge tools, the CSR resolves routine inquiries, supports order-related activities, and connects customers with the right resources when additional expertise is needed.

What Makes Someone Successful in This Role You may enjoy this role if you: Enjoy helping customers and solving problems. Like learning new products, systems, and processes. Take pride in accuracy and follow-through. Can balance multiple priorities. Work collaboratively and share knowledge with others. Approach challenges with curiosity and a willingness to learn.

Key Responsibilities

Customer Support & Communication Serve as a primary point of contact for routine customer inquiries via phone, email, and shared inboxes. Gather information, answer questions, and communicate clearly regarding products, processes, order status, and next steps. Provide timely, professional support to deliver a positive and consistent customer experience across all interactions.

Order & Transaction Support Process routine orders, updates, transactions, and related documentation according to established procedures. Maintain accurate and complete information within company systems. Recognize non-standard requests, exceptions, and complex issues and coordinate with the appropriate team members for resolution.

Problem Solving Use knowledge base articles, procedures, training materials, and system resources to research and resolve customer inquiries. Apply documented processes consistently and escalate requests when additional expertise is needed. Participate in ongoing product, system, and process training. Teamwork & Continuous Improvement Share knowledge and support workload balancing and changing business priorities.

Identify opportunities to improve procedures, documentation, and customer support processes. Contribute to a collaborative, knowledge-sharing team culture. Key Skills & Qualifications Strong verbal and written communication skills. Customer-focused mindset with a commitment to responsive, professional service. High attention to detail and accuracy.

Strong organization, time-management, and problem-solving skills. Ability to learn new products, systems, and documented procedures. Proficiency with business systems, CRM platforms, and Microsoft Office applications. Team-oriented approach with a willingness to learn and support others.