Customer Service

Responsibilities

• Handle complex customer inquiries via phone and digital channels related to:
  • Product quality concerns
  • Order lead times and fulfillment issues
  • New product development questions and feedback
  • Serve as an escalation point for challenging or high-impact customer situations
  • Build trust and long-term customer relationships through clear, professional communication
  • Equip remote customer service representatives with accurate, up-to-date information to resolve customer inquiries efficiently
• Develop and maintain:
  • Knowledge base articles
  • Standard operating procedures (SOPs)
  • Escalation paths and resolution guidelines
  • Partner with internal teams (manufacturing, quality, product, operations) to ensure consistent and correct messaging
  • Lead continuous improvement initiatives to strengthen customer service quality, consistency, and...