Empire Workforce Solutions, Inc., a leading U.S. manufacturer of high-quality pool and spa products dedicated to innovation, safety, and reliability, is seeking an experienced Customer Service Representative. The Customer Service Representative (CSR) serves as a key point of contact for customers, providing high-quality support throughout the order lifecycle. This role is responsible for accurate sales order entry and management, responding to customer inquiries related to products and order status, and resolving order-related issues in a timely and professional manner. The ideal candidate demonstrates exceptional attention to detail, strong communication skills, and experience supporting customers in a manufacturing or pool industry environment.
Key Responsibilities
· Sales Order Management
o Accurately enter, review, and process customer sales orders in the ERP system in accordance with pricing, terms, and company policies.
o Coordinate with Sales, Production, and Logistics teams to ensure orders are fulfilled accurately and on schedule.
o Investigate and resolve order discrepancies, shipping issues, shortages, damages, or billing concerns in a timely manner and in accordance with company policies.
· Customer Support & Inquiries
o Provide knowledgeable support for customer inquiries related to product information, availability, order status, and delivery timelines.
o Communicate clearly and professionally with customers via phone, email, and internal systems.
Qualifications / Experience
Required:
· Minimum of 3–5 years of customer service experience in a manufacturing, distribution, or related environment.
· Strong attention to detail with the ability to manage multiple orders and priorities simultaneously.
· Excellent verbal and written communication skills.
· Proficiency with NetSuite or other similar ERP systems and Microsoft Office (Excel, Outlook, Word).
Preferred
· Prior experience in the pool and spa industry or a related technical product environment.
