- Serve as a point of contact for customers through phone, email, and other communication channels, delivering exceptional customer service
- Manage customer inquiries by identifying needs, providing accurate information, and ensuring timely resolution
- Handle customer complaints professionally by offering appropriate solutions and escalating complex issues to the appropriate internal teams when necessary
- Maintain accurate records of customer interactions, account updates, and related documentation
- Process Return Merchandise Authorization (RMA) requests, conduct invoice inspections, and ensure timely completion of related transactions
- Proactively communicate order updates, estimated delivery dates (ETAs), and shipment tracking information to customers and partners
- Support warranty-related inquiries and coordinate with internal teams to ensure prompt resolution
- Assist in conducting weekly open order reviews, identify order issues, and communicate updates with internal stakeholders and business partners
- Collect customer feedback to improve processes, products, and overall customer experience
- Utilize company systems and tools to manage customer requests efficiently while meeting established service level agreements (SLAs)
- Collaborate with cross-functional teams to ensure seamless customer support
- Perform other duties and special projects as assigned
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