Customer Service Rep

Job Title: OEM Customer Service Associate

Location: Houston, Tx

Department: Customer Service / Sales Support

Reports to: Customer Service Manager

Job Summary:

We are looking for a dedicated OEM Customer Service Associate to join our team and provide exceptional support to our clients, ensuring a seamless experience with our original equipment manufacturer (OEM) products. This role involves assisting customers with inquiries, order processing, product troubleshooting, and maintaining relationships with clients to enhance their satisfaction. The ideal candidate will have strong communication skills, a customer-first mindset, and a passion for problem-solving in a fast-paced, technical environment.

Key Responsibilities:

• Customer Support : Provide high-quality customer service by addressing inquiries, issues, and concerns related to OEM products, including product features, availability, pricing, and order status.
• Order Management : Process and track orders accurately, ensuring timely delivery and proper documentation. Resolve any discrepancies or issues with orders promptly.
• Product Troubleshooting : Assist customers in identifying and resolving product issues, offering solutions, and coordinating with the technical or assembly teams as needed for more complex inquiries.
• Technical Assistance : Offer basic troubleshooting and guidance on OEM products and escalate complex issues to senior technical support or engineering teams.
• Product Knowledge : Stay informed about the company's OEM products, their specifications, features, and benefits to provide accurate information to customers.
• Relationship Management : Build and maintain strong relationships with OEM clients, ensuring customer satisfaction and fostering repeat business.
• Documentation & Reporting : Accurately document customer interactions, complaints, and resolutions in the customer service system. Generate and review reports for trends, customer feedback, and product issues.
• Collaboration : Work closely with sales, logistics, and technical teams to resolve customer concerns and ensure the timely fulfillment of orders.
• Feedback Loop : Relay customer feedback to relevant internal teams to improve product offerings and customer service processes.
• Quality Control : Ensure all customer service processes align with company policies and industry standards, focusing on efficiency and quality.

Qualifications:

• Education : High school diploma or equivalent (required). Associate's degree or higher in business, communications, or a related field (preferred).
• Experience : 2 years in customer service, preferably in an OEM, manufacturing, or technical environment.
• Skills :
• Strong communication skills, both verbal and written, with the ability to explain technical details clearly to customers.
• Excellent problem-solving and critical thinking abilities.
• Ability to handle multiple tasks in a fast-paced environment while maintaining attention to detail.
• Proficiency with customer service software and tools (CRM systems, order management systems).
• Basic technical understanding of OEM products and their applications (training will be provided).
• Strong organizational and time-management skills.