Customer Service Associate in HACKENSACK, New Jersey at OnScent

Position Description: The Customer Service Representative serves as the primary point of contact for customers, ensuring accurate order processing and timely communication regarding order status, pricing, availability, and delivery. This role manages the full order lifecycle, coordinates shipments with operations and logistics teams, and proactively addresses supply or delivery issues. The position also investigates and resolves customer inquiries, complaints, and disputes while maintaining accurate customer records and documentation. Success in this role requires strong communication, problem-solving, and organizational skills to deliver consistent, high-quality customer support. Position Responsibilities:

• Accurately enter and manage customer orders in internal systems.

• Handle incoming calls, emails, and inquiries, providing timely assistance to customers.

• Investigate and resolve customer complaints by coordinating with internal teams and customers.

• Respond to customer inquiries and coordinate order status, availability, pricing, and delivery to customers.

• Coordinate with operations and logistics to manage shipments, delivery schedules, and order status.

• Communicate order availability, pricing, delivery timelines, and any supply issues to customers.

• Maintain accurate customer records, contact information, and account notes in company systems.

• Record and track logistics or quality complaints in the appropriate database.

• Manage customer portals to retrieve purchase orders and provide order and billing notifications.

• Collaborate with internal departments such as sales, accounting, and logistics to address customer needs and resolve disputes.

• Review shipping documentation and ensure orders are invoiced correctly.

• Monitor and resolve incomplete or blocked sales orders, escalating when necessary.

• Provide consistent follow-up with sales representatives and internal teams to ensure high-quality customer service.

Knowledge, Skills and Abilities: Education - Bachelor’s degree plus 1 year of comparable business experience preferred, or, 5 years’ experience in Customer service or sales support. Experience - 5 years’ experience in Customer service or sales support. Communication -

Effective verbal and written communication skills required to professionally and effectively present information and respond to questions and provide answers to customers, leadership, colleagues, supervision, vendors/suppliers.

Ability to read, analyze general business and technical communications, write reports, business correspondence, and contribute to procedure manuals.

Physical Requirements: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to:

• Use hands to finger, handle, or feel; reach with hands and arms, talk or hear using a laptop with Video meeting.
• Specific vision abilities required by this job include close vision and ability to adjust focus using computer monitor
• Should be able to sit or stand at desk and type on computer for extended periods of time
• Ability to work on weekends and after standard hours as required.
• May need to be able to travel by air, bus, train or car to visit with vendors/suppliers, conferences, etc., less than 5%