Sales Service Representative

This position focuses on managing the full order cycle, from initial placement to shipment and invoicing, ensuring smooth and efficient order processing. You will support both customers and the sales team by providing timely product information, entering and tracking orders, and addressing any issues that arise throughout the process. Acting as the primary point of contact for general customer inquiries, you will be responsible for keeping customers updated on their order status and ensuring all orders are delivered on time. Additionally, you will collaborate with internal teams to troubleshoot and resolve any issues that may affect timely delivery and customer satisfaction.

Responsibilities:

· Verify customer and order details for accuracy by cross-referencing requirement checklists and previously obtained information as needed.

· Review orders for completeness in line with reporting procedures, ensuring necessary corrections are communicated to customers within 24 hours.

· Provide timely updates to customers, including unit pricing or specifications, shipping dates, and any anticipated delays via email, live chat, or phone, within a 24-hour response window.

· Monitor and manage incoming emails, ensuring responses are sent within 24 hours.

· Collect and enter customer details (e.g., names, addresses, billing information, product numbers, and item specifications) into order forms.

· Inspect outgoing order details to ensure compliance with customer specifications.

· Maintain accurate records by filing copies of orders or posting orders to the company’s tracking system.

· Prepare and distribute order acknowledgments and shipping documents to customers.

· Collaborate with production, sales, shipping, and warehouse personnel to expedite or track shipments.

· Process Return Merchandise Authorizations (RMAs).

· Calculate total costs for merchandise or services, including shipping fees.

· Coordinate with relevant departments to ensure timely preparation and shipment of orders to designated locations.

· Communicate promptly with customers within 24 hours of their inquiry, even if further investigation is needed, to acknowledge the request and provide the next steps.

· Just be awesome and flexible.

Requirements:

· Minimum 2 years working in an Order Entry / Customer Service role.

· Experience working with ERP systems (Particularly entering complete and correct data into an ERP system for processing)

· A love for helping customers and delivering satisfaction.

· Not afraid of taking an unhappy customer and turning them into a happy one.

· Strong analytical and critical thinking skills.

· Strong communication skills, both written and oral.

· Able to work independently or in a team.

· Strong attention to detail.

· Ability to communicate professionally and effectively in person, on the phone, electronically, or by other means to individuals and groups.

· Strong team player willing to seek feedback, adopt practices and continuously learn and evolve.

· Ability to learn new products, concept, and eagerness to explore new technology.

· Punctuality and attendance are a way your life.

· Problem solver!

Software:

Salesforce, Syspro (ERP), Microsoft Office Suite, Media Valet, HubSpot, UPS WorldShip, and FedEx Toolbox.

Who We Are:

At Digilock®, we’re at the forefront of innovation, design, and manufacturing in personal security solutions. By using best-in-class materials and providing exceptional service, we ensure our customers and their clients have peace of mind, knowing their most important items are secure.

For over 40 years, we’ve committed to merging technological innovation with unparalleled customer service, offering the finest secure personal storage solutions available. As a growing company, we understand that change is constant, and we embrace it with enthusiasm. This passion for innovation drives us and propels our company forward.

Benefits:

We provide a competitive salary and benefits package. Highlights of our current benefits package include Medical, Dental/Vision, Long-Term Disability, Life Insurance, 401K Match up to 4%, AFLAC, Wellness Program Reimbursement, PTO, and a generous holiday schedule with pay. We provide food and snacks throughout the week in our fully stocked kitchens/breakrooms and have company outings.