Sr Customer Service Agent I

About the role

The Senior Customer Service Agent I will be the first point of contact for internal and external customers, handling a high volume of inbound transactions such as order requests, inquiries and shipment confirmations across phone, fax, email and web channels. The role demands accurate, error‑free processing and strong decision‑making to resolve issues quickly.

Key responsibilities

• Answer 30‑50 inbound calls daily from internal and external customers.
• Process customer confirmations, investigate shipment status and enter transactions in SAP/CRM.
• Collaborate with other departments to resolve order‑to‑cash issues.
• Prioritize workload to meet service level targets and department guidelines.
• Achieve daily and monthly goals for call quality, attendance, punctuality and statistical performance.

Required profile

• High school diploma or equivalent.
• At least 6 months of customer service experience.
• Ability to attend paid training and type minimum 25 words per minute.
• Proficiency with Microsoft Office (Excel, Word, Access, Outlook).
• Experience using customer service software.
• No immigration sponsorship available.

Required skills

• SAP
• CRM
• Microsoft Excel
• Microsoft Word
• Microsoft Access
• Microsoft Outlook

What we offer

• Recognition for meeting goals and clear advancement pathways.
• Professional development in a stable, growing Fortune 500 environment.
• Comprehensive benefits from day 1: medical, dental, vision, matching 401(k), company‑paid pension, stock purchase plan and tuition reimbursement.