Customer Support Representative Tier 1

The Customer Service Representative Tier 1 is responsible for supporting the end-to-end order management process by reviewing and processing customer orders, managing payment authorizations, and resolving order-related inquiries. This role handles refunds, replacements, and return merchandise authorizations (RMAs), while providing timely and accurate support to customers, sales representatives, and internal stakeholders. The position requires strong attention to detail, excellent communication skills, and the ability to navigate multiple systems to ensure a seamless customer experience.

Responsibilities

Monitor Salesforce daily to pre-authorize orders and manage cases related to refunds, replacements, and return merchandise authorizations (RMAs); Pre-authorize credit card orders, resolve payment declines, and follow up as needed, including updating expiration dates or replacement card information; update credit card information in Salesforce/Ebiz; Print invoices, credit memos, and order acknowledgments for customers or internal requests as needed; Research orders in Macola and Salesforce to respond accurately to rep and account inquiries; retrieve tracking information for shipment-related questions; Respond to inbound calls and emails regarding product, order, and sales inquiries with speed, accuracy, and a professional, empathetic tone

Requirements

At least 6 months to 1 year of experience in customer service, order management, sales support, or a related role; Strong understanding of order processing, payment authorization, refunds, returns, and customer support processes; Excellent verbal and written communication skills with a customer-focused approach; Strong analytical and problem-solving skills with keen attention to detail; Ability to manage multiple tasks and prioritize work in a fast-paced environment; Proficient in Microsoft Office applications, particularly Excel and Outlook; Comfortable handling inbound calls, emails, and case management while maintaining service quality and accuracy; Ability to work independently and collaborate effectively with cross-functional teams

Nice to have

Experience using CRM platforms such as Salesforce is preferred; Experience with ERP or order management systems (e.g., Macola or similar) is an advantage