Customer Service Representative - Remote Opportunity

About the Role

We are hiring a Customer Service Representative to join our team remotely. In this role, you will play a crucial part in supporting our claims resolution process and delivering exceptional customer experiences. You will collaborate with various teams to resolve product, shipping, and billing claims while continuously improving processes and accuracy.

What You'll Do

• Facilitate the end-to-end claims resolution process related to product defects, shipping, and billing.
• Research, analyze, and resolve all claim types, escalating as needed and maintaining proper documentation and audit trails.
• Partner with internal teams and external plants to gather information for technical issue resolution.
• Support initiatives to improve invoice accuracy and overall process efficiency.
• Follow through on customer issues to ensure complete resolution and satisfaction.
• Serve as a subject matter expert in claims resolution, policies, procedures, and system capabilities.
• Maintain and develop a SharePoint site to capture and document processes.
• Coach and train customers and internal users, including sales representatives, customer service teams, and plant quality personnel.
• Identify and participate in process improvement initiatives and new business process setup.
• Communicate clearly and professionally during complex or challenging conversations.

Requirements

• High School Diploma or equivalent.
• Strong customer service and communication skills.
• Detail-oriented with the ability to accurately review, analyze, and document information.
• Basic math skills, including the ability to work with invoices, quantities, and pricing-related data.
• Proven organizational and multitasking abilities.
• Ability to take initiative, adapt to change, and remain accountable.
• Basic proficiency in Microsoft Office and general PC use.

Nice to Have

• Previous customer service experience or formal customer service training.
• Experience with CES and/or SAP systems.
• Confidence navigating complex claims scenarios and tough conversations.
• Interest in becoming a go-to expert and trusted partner across the business.

What We Offer

• A competitive salary ranging from $50,000 to $65,000 per year.
• A comprehensive benefits package including medical, dental, prescription drug, life insurance, 401k match, long-term disability coverage, vacation and sick time, and product discount programs.
• Opportunities for personal development to grow your career based on your strengths and interests.
• A supportive culture that values teamwork and collaboration.
• The chance to be recognized as a subject matter expert and resource for leadership.