Customer Service Representative

Redwood City

This position plays an integral role in achieving the business objectives by effectively managing the flow of incoming and outgoing communications with our Customers and the Sales Channels. Our Customer Care team is the primary point of contact for all things related to our customers such as order entry and status, product inquiries and general account management, including complaints and returns processing. We interface internally with all functions that ultimately affect the customer relationship such as Production/Planning, Quality, Credit/Finance, Marketing/Communications and Technical Support.   

Primary responsibilities include but are not limited to:

  • Acts as the first point of contact for fielding customer inquiries and resolving customer issues via telephone, e-mail, and fax.
  • Responsible for order entry.
  • Electronic order review and reconciliation.
  • Management of customer backorders and lead time inquiries, including working with Planning and Operations.
  • Resolution of price discrepancies identified at the time or order.
  • Review return requests relative to guidelines and provide authorization for items that qualify.
  • Issue credits and debits related to order issues and customer returns.


  • Experience with SAP or comparable ERP/Order Management System.
  • Exceptional organizational skills for a highly multi tasked position.
  • Proven and exceptional problem solving skills for complexity of customer base.
  • Excellent interpersonal and communication skills.
  • Proven experience with leading/working on cross functional teams.
  • Advanced computer literacy skills.
  • Proficiency with Microsoft Office Suite.
  • Experience in serving the Industrial and Commercial Distribution Industries.
  • The successful candidate must possess a “can do” attitude and will be expected to learn quickly.
  • College degree preferable, combination of education and work experience are acceptable for consideration.