Customer Support Representative

Asian produce and grocery distributor based in Gowanus, Brooklyn, NY is seeking an energetic, outgoing and self-motivated individual to join their team. Job Description1. Client Inquiry HandlingServe as the first point of contact for client questions, concerns, and order-related requests.Respond to inbound calls, emails, and chat inquiries regarding orders, product availability, and delivery status.Provide accurate and timely information to clients while maintaining professionalism.2. Order Processing & ModificationsProcess new orders, ensuring accuracy in product selection, quantity, and pricing.Modify or cancel orders based on client requests and inventory availability.Coordinate with warehouse and logistics teams to ensure proper fulfillment.3. Delivery & Logistics CoordinationTrack delivery schedules and provide real-time updates to clients.Handle delivery-related complaints (e.g., delays, missing/damaged items) and escalate when necessary.Work closely with Logistics and AMs to resolve routing or timing issues.4. Issue Resolution & EscalationsAddress common client complaints (wrong item, damaged goods, late delivery) and provide solutions such as replacements, refunds, or credits.Escalate complex or recurring issues to the Account Manager (AM) or Client Success Manager (CSM).Document issues and follow up to ensure they are fully resolved.5. Payment & Invoice AssistanceAssist clients with billing inquiries, payment statuses, and invoice discrepancies.Work with the finance team to process credits, refunds, and account adjustments.6. Client Relationship Management Maintain detailed records of client interactions in the CRM system. Follow up with clients to confirm issue resolution and satisfaction. Identify trends in client complaints and report recurring problems to management.7. Internal Team CollaborationWork closely with Account Managers (AMs) to ensure client accounts are managed effectively.Coordinate with Logistics and Warehouse teams for order fulfillment and delivery support.Share client feedback and insights with the CSM to improve service quality.8. Process Improvement & EfficiencySuggest improvements to streamline client service processes.Participate in training to stay updated on new products, policies, and system updates.Support the implementation of automation tools (e.g., ticketing system, CRM enhancements) to improve response times.

Created: 2025-05-31