Customer Service Representative, Aliso Viejo

Customer Service Representative
Trident Consulting is seeking a Customer Service Representative for one of our clients in Aliso Viejo, California.
This is a 100% Onsite position.
The Customer Service Associate is responsible for accurately processing customer orders and delivering prompt professional support to both internal and external customers.
This role involves managing a high volume of incoming requests, verifying order details, updating records in ERP and CRM systems, resolving routine issues, and performing other order-related tasks.
The associate serves as a key point of contact for customers and sales representatives, ensuring that inquiries are addressed efficiently and accurately.
Success in this role requires strong attention to detail, effective communication skills, and the ability to collaborate across departments to support the full order cycle.
Essential Job Duties and Responsibilities:
Enter and process customer orders via phone, email, fax, or online web portal, ensuring accuracy in customer information, pricing, product selection, quantities, and shipping preferences.
Respond to inquiries related to product availability, order status, order modifications, and billing discrepancies.
Log and resolve customer complaints and issues in a timely and professional manner.
Answer incoming calls during scheduled hours and help maintain department service level standards.
Support customers with account setup or updates and guide them through self-service tools on the web portal.
Recognize and escalate issues that exceed routine handling to the appropriate internal teams.
Coordinate with the Shipping department to prioritize and ensure timely processing of urgent orders.
Process Return Goods Authorizations (RGAs) in accordance with company policies.
Identify and recommend process improvements to enhance the overall customer experience.
Assist with shipping outbound logistics as needed.
Knowledge, Skills and Abilities:
Strong attention to detail and data accuracy
Excellent communication and interpersonal skills
Ability to multitask and manage priorities in a fast-paced environment
Proficient in Microsoft Office Suite (Outlook, Excel, PowerPoint) and Adobe PDF
Experience using ERP/CRM systems such as SAP preferred
Basic understanding of order-to-fulfillment workflows or supply chain is a plus
Ability to lift **** lbs.
occasionally
Education and Experience:
Minimum of High School Diploma
2+ years of Customer Service
Physical Requirements:
Must be able to remain in a stationary position at least 50% of the time.
Occasionally move about inside the office and travel to and from office buildings to access file cabinets, employee offices, office machinery, etc.
Must be able to operate a computer and other office productivity machinery, such as a computer printer, computer keyboard, calculator, etc.
Ability to listen and speak with employees and vendors.
Must be able to exchange accurate information in these situations.
Occasionally lift up to 25 pounds and transport to other offices.
This may be performed with reasonable accommodation.
View and type on computer screens for long periods of time.