Customer Support Representative

The Village Companies•Pulaski, WI

1d•$20 - $25•Onsite

About The Position

The Customer Support Representative (CSR) is a key member of a high-performance team responsible for delivering exceptional customer experiences across all customer segments, including retail stores, e-commerce partners, dealers, and end consumers. This role manages daily order processing and data entry while working cross-functionally with Sales, Operations, Finance, and Warehouse teams to ensure accurate and timely product delivery. The CSR serves as a primary point of contact for customers and end consumers, providing accurate information, resolving inquiries, and addressing product- or order-related concerns with professionalism, urgency, and efficiency.

Requirements

Associate’s Degree preferred
3–5 years of customer service experience; experience supporting retail customers strongly preferred
Proficiency in Microsoft Office Suite (Excel, Word, Outlook)
Experience with ERP systems; Epicor ERP strongly preferred
Experience with platforms such as SPS Commerce, Rithum, TrueCommerce, and CommerceHub
Experience processing orders through EDI
Excellent customer service and communication skills
Strong attention to detail and organizational skills
Effective time management and ability to multitask
Ability to work independently and collaboratively within a team
Results-oriented with a strong sense of accountability
Adaptable and comfortable in a fast-paced, changing environment
Professional, dependable, and proactive team contributor
Strong desire for personal and professional growth
Ability to positively influence and support internal and external stakeholders

Responsibilities

Accurately process daily customer orders in a timely and consistent manner
Prioritize and schedule order shipments based on transit times, customer requirements, and ship windows to ensure commitments are met
Respond to and resolve order-related questions promptly and accurately
Manage and resolve end-consumer inquiries regarding orders, products, or service concerns
Develop a strong understanding of company products, systems, and processes to effectively support customers
Build rapport and deliver outstanding customer service with every interaction
Analyze customer concerns and determine appropriate solutions
Serve as the first point of contact for customer and end-consumer inquiries via phone and email
Act as a liaison between Sales, Operations, Finance, Warehouse, and other internal departments to ensure successful order fulfillment
Collaborate with Operations to confirm inventory availability and on-time shipment (OTIF) performance
Understand and adhere to vendor compliance requirements
Manage retail ship windows and monitor OTIF metrics
Conduct chargeback research and manage dispute resolution
Ensure accuracy of freight class, Bills of Lading (BOL), and ASNs
Reconcile discrepancies between Purchase Orders (POs), ASNs, and invoices
Manage and maintain multiple retail portals
Process EDI transactions, including 850 Purchase Orders, 855 PO Acknowledgements, and 856 ASNs
Identify and recommend process improvements to enhance speed, reliability, and overall customer satisfaction
Support fellow Customer Support Representatives as needed to ensure team success