Customer Service Representative

Insight Global is seeking an Customer Service Representative in the Ballantyne, NC area. Our client is a leading manufacturer and distributor of flow control products and piping system solutions serving commercial, industrial, and infrastructure markets. They are committed to delivering an exceptional customer experience through innovative products, operational excellence, and strong customer partnerships. The Customer Service Representative will utilize a proactive and customer-focused approach to serve as a key liaison between the Regional Sales Team and customers. In this role, you will collaborate closely with Sales, Planning, Production, and Shipping teams to ensure the seamless execution of order fulfillment and delivery processes. The ideal candidate will possess strong problem-solving abilities, excellent communication skills, and a detail-oriented analytical mindset. This individual will be responsible for managing customer accounts, resolving issues, coordinating internal resources, and enhancing the overall customer experience.

Key Responsibilities:

• Serve as the primary point of contact for assigned customer accounts.
• Process and manage customer orders from entry through shipment.
• Coordinate with Sales, Planning, Production, and Shipping teams to ensure timely order fulfillment.
• Communicate order status, delivery schedules, and updates to customers.
• Investigate and resolve customer inquiries, order discrepancies, and shipment issues.
• Maintain accurate customer records and documentation.
• Build and maintain strong customer relationships through proactive communication and support.
• Analyze customer needs and identify opportunities to improve service levels and processes.
• Ensure a high level of customer satisfaction while meeting company objectives.

Specific Duties:

• Oversee the entire order-to-delivery process, ensuring world-class customer service and adherence to delivery timelines. This would include order processing, pricing, account maintenance, etc.
• Coordinate with Planning and Production teams to ensure timely resolution of special or delayed orders.
• Act as the primary point of contact for customers, proactively communicating performance metrics and operational updates.
• Develop and nurture strong relationships with customer purchasing teams to improve communication and address concerns promptly.
• Facilitate effective communication between Sales, Planning, Production, and Shipping departments to ensure alignment and timely execution.
• Maintain accurate records of customer interactions, order statuses, and performance metrics in line with company standards.
• Utilize CRM systems and other digital tools to streamline processes, track performance, and generate detailed reports for management review.
• Report to Charlotte office on a hybrid schedule on Tuesday, Wednesday, Thursday.

Desired Skills and Experience:

• High School Diploma required, formal education beyond high school preferred
• Demonstrated experience in customer service or key account management within a fast-paced, cross-functional environment.
• Superior communication and interpersonal skills with a proven ability to build and maintain strong professional relationships.
• Strong organizational skills and the ability to manage multiple priorities concurrently.
• Familiarity with order management systems, shipping logistics, CRM software, and performance metrics.

Plusses:

• Previous customer service experience