Customer Service Representative

Customer Service Representative

Location: Roswell, GA

6 month contract to start - 40 hrs/week

Hybrid work environment - 2 days in-office (Tuesday & Wednesday), FT in-office for training.

About the Role

You'll be the operational backbone of the customer order management process, ensuring purchase orders are entered accurately and fulfilled efficiently from start to finish. Working at the intersection of sales, logistics, and customer care, you'll resolve issues proactively and keep customers informed every step of the way. If you thrive in a fast-paced environment and take pride in delivering excellent service, this role is a strong fit.

Key Responsibilities

Order Management

• Process customer purchase orders end-to-end using SAP, ensuring accuracy and timeliness throughout the fulfillment cycle
• Oversee and operate the OCR tool to automate PDF order processing, including verifying order details, inputting data, and maintaining records
• Handle manual entry for any orders outside the OCR workflow, validating information and coordinating with the customer care team to ensure seamless processing
• Identify and act on opportunities to expand OCR automation across order types

Customer Service

• Provide responsive, professional support to sales teams and customers on stock availability, order changes, and alternative solutions when orders can't be fulfilled as requested
• Handle customer inquiries — including sensitive or confidential matters — with professionalism, accuracy, and discretion
• Maintain a high standard of service across all job functions, acting as a liaison between sales, distribution, planning, and marketing

Collaboration & Communication

• Build and maintain strong relationships with internal and external stakeholders, including transportation, pricing, and distribution teams
• Own daily communication and resolution of order management and supply chain issues
• Coordinate with internal teams on returns, cancellations, quality complaints, overages, shortages, and damages
• Share knowledge across the team to support collective success in meeting customer requirements

Process Improvement

• Support and embrace continuous improvement initiatives and LEAN culture
• Participate in team meetings, training sessions, and departmental projects
• Contribute to achieving key performance indicators including order entry cycle time and phone quality metrics

Qualifications

• Bachelor's degree or a minimum of 3 years of related experience
• Proficiency in MS Office Suite, particularly Outlook and Word
• Experience in a customer-facing role or supporting customers by phone, with a proven ability to meet and exceed customer expectations
• Experience with SAP and order management tools is an asset
• Strong verbal and written communication skills
• Excellent organizational and interpersonal skills
• Ability to multitask effectively — managing emails and order entry simultaneously in a high-volume environment
• Comfortable working in a team environment and building lasting relationships with internal and external partner

Fluid thanks you for your interest in this opportunity. However, only candidates with the required qualifications will be contacted.

Fluid adheres to the principles of equal employment opportunity and affirmative action. We welcome and encourage diversity in our workplace.

Candidates must be eligible to work in the United States.