Customer Service Representative

About the Role We are looking for an experienced Customer Service Representative with a strong background in manufacturing or distribution to join our team. You will be responsible for providing professional, responsive support to customers across phone, email and chat. This includes answering general enquiries, managing escalated issues, providing accurate lead-time and delivery information, and working closely with internal teams and vendors to ensure customer needs are met. The ideal candidate is highly organized, detail-oriented and confident working in a fast-paced environment where prioritizing and managing multiple tasks is essential. Key Responsibilities Answer incoming calls promptly and professionally, with a goal of answering 100% of calls within three rings. Respond to customer emails within approximately 2 hours during business hours. Respond to live chat enquiries within 1–2 minutes. Monitor voicemail and return calls within 1–2 hours during business hours. Handle customer questions, concerns and escalated issues professionally and efficiently. Provide customers with accurate information regarding products, availability, lead times and deliveries. Recommend suitable alternative products based on cost, availability and specifications when the requested product is unavailable. Work closely with Order Entry, Accounting, Purchasing, Sales and Operations to resolve customer enquiries and issues. Communicate with vendors and Purchasing to obtain accurate shipment date