What are the responsibilities and job description for the Customer Service Representative II position at Lensa?
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Position Description
The Customer Service Representative II plays a vital role in delivering an exceptional customer experience. As the first point of contact, the CSR II is responsible for handling customer inquiries related to existing orders and assisting with new orders. The position could include light sales functions such as providing standard pricing, checking inventory and lead times, preparing and following up on quotes, and offering additional solutions that align with customer needs. By balancing customer service excellence with a sales-support focus, the CSR II contributes to both customer satisfaction and company success. This role requires strong communication, problem-solving, and attention to detail, ensuring each customer interaction is handled efficiently and professionally. The CSR II thrives in a collaborative team environment, working closely with internal departments to meet and exceed customer expectations. Key skills for success include adaptability, empathy, proactive problem-solving, and a customer-first mindset.
General Duties and responsibilities may include and are not limited to:
Environment
Work environment is typically an office environment located on-site during normal or extended business hours. You will work a minimum of two days a week in the office. Infinite continually reviews deployment including our work environment policy, which is subject to change at any time to serve the best interests of the business including the requirement to be on-site 5 days per week.
Accommodation
Candidates for the position should be able to perform essential job duties in described work environment with or without accommodation.
Equal Employment Opportunity
Infinite Electronics is proud to be an Equal Employment Opportunity and Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, marital status, age, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are committed to building a diverse workforce and we actively encourage women, minorities, people with disabilities and veterans to apply.
Position Description
The Customer Service Representative II plays a vital role in delivering an exceptional customer experience. As the first point of contact, the CSR II is responsible for handling customer inquiries related to existing orders and assisting with new orders. The position could include light sales functions such as providing standard pricing, checking inventory and lead times, preparing and following up on quotes, and offering additional solutions that align with customer needs. By balancing customer service excellence with a sales-support focus, the CSR II contributes to both customer satisfaction and company success. This role requires strong communication, problem-solving, and attention to detail, ensuring each customer interaction is handled efficiently and professionally. The CSR II thrives in a collaborative team environment, working closely with internal departments to meet and exceed customer expectations. Key skills for success include adaptability, empathy, proactive problem-solving, and a customer-first mindset.
General Duties and responsibilities may include and are not limited to:
- Respond promptly to customer inquiries through phone, email, and live chat.
- Process orders in the ERP system, ensuring accuracy and efficiency.
- Address and resolve customer concerns, complaints, and issues in a professional manner.
- Collaborate with internal teams, including scheduling and fulfillment, to ensure timely delivery of customer orders.
- Assist customers with account-related inquiries and troubleshoot non-complex issues before escalating as needed.
- Assist customers with order placement and possible part selection to encourage order placement.
- Generate quotes and follow up with customers to encourage order placement.
- Identify additional opportunities to meet customer needs through product suggestions or solutions.
- Provide information on product offerings and features, emphasizing value and service.
- Collaborate with sales and service teams to ensure seamless customer interactions and support team revenue goals.
- Participate in light outbound calling to follow up on quotes or gather customer feedback.
- 2-4 years of customer service or sales support experience in a fast-paced environment.
- Strong organizational skills with the ability to multitask and prioritize effectively.
- Excellent communication skills, both verbal and written, with professional etiquette.
- Proficiency in Microsoft Office (Word, Excel, Outlook) and experience with ERP and CRM systems.
- Positive and professional attitude and maintaining a friendly demeanor even is difficult situations.
- Problem-solving skills and the ability to remain calm under pressure.
- Empathy & Patience with the ability to understand customer needs, show genuine concern, and maintain composure in difficult situations.
- Adaptability to adjust to different customer personalities, changing policies, and unexpected challenges.
- Team-oriented mindset with a passion for customer satisfaction and collaboration.
- Detail-oriented with a commitment to accuracy in order processing and documentation.
- The successful candidate shall exhibit a sense of ownership, urgency, be solution orientated, collaborative and accountable.
- Reliable, dependable, diligent, with excellent work attendance record
- This position is primarily a sedentary office position working in a controlled, quiet office environment.
- This position uses a computer terminal to access, input, and retrieve data.
- This position may be subject to interruptions, which may cause a change in priorities and/or work focus.
- While performing duties of this position, employee is occasionally required to stand, walk, sit, stoop, reach, and/or bend.
Environment
Work environment is typically an office environment located on-site during normal or extended business hours. You will work a minimum of two days a week in the office. Infinite continually reviews deployment including our work environment policy, which is subject to change at any time to serve the best interests of the business including the requirement to be on-site 5 days per week.
Accommodation
Candidates for the position should be able to perform essential job duties in described work environment with or without accommodation.
Equal Employment Opportunity
Infinite Electronics is proud to be an Equal Employment Opportunity and Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, marital status, age, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are committed to building a diverse workforce and we actively encourage women, minorities, people with disabilities and veterans to apply.
