Customer Service Representative - TRADE
Location: Remote (Pakistan-based)
Schedule: Monday–Friday, 8:00 a.m. – 4:00 p.m. EST
Employment Type: Full-Time
Reports To: Trade & Commercial Principal
Position Overview
The Customer Service Rep (CSR) is the primary point of contact for all service issues on Trade & Commercial (T&C) accounts after an order is placed. The purpose of the role is to take post-sale service and administrative work off the Trade and Commercial sales representatives so they can spend their time selling. At the start of each order, the CSR emails the customer to confirm order details and introduce themselves as the point of contact for any issues going forward. From there, the role is centered on identifying, routing, and driving service issues to resolution — working with Service, Parts Sales, and Sales to get problems fixed and keeping the customer informed along the way. This is a fully remote role working United States Eastern Time business hours, with a defined path to senior service and customer success positions as the CSR builds a track record.
Key Responsibilities
- Service Request Management
- Serve as the primary point of contact for service across all Trade & Commercial accounts.
- Receive service requests from customers directly, or from sales representatives on the customer's behalf.
- Complete the customer service request form and create the corresponding case in Salesforce.
- Work with the customer to gather all information needed to action the request correctly the first time.
- Direct each request to the correct internal department (service, parts, delivery, etc.)
- Service Tracking & Customer Communication
- Monitor open service cases to ensure each is actioned by the responsible department in a timely manner.
- Generate Salesforce reports to track T&C service activity and report results back to management.
- Run the weekly customer service meeting to prioritize requests, identify issues, and solve problems.
- Communicate scheduled service dates and details to customers promptly.
- Gather customer feedback systematically for reporting and improvement purposes.
- Book Jobs & Confirm Details
- Send the order confirmation email at the start of each order to confirm order details, introduce yourself as the customer's point of contact for any issues, introduce the delivery coordinator, and communicate current lead times.
- Perform basic order QAQC review against the standard checklist before booking jobs.
- Support finance in collecting customer payment via payment link and moving orders off hold.
Qualifications
Strong English fluency, written and spoken — this is the most important requirement for the role. The CSR is the company's primary voice to the customer after the sale and speaks daily with U.S. builders, contractors, and homeowners by phone and email.
Ability to work United States Eastern Time business hours consistently, Monday through Friday.
2+ years in customer service, customer support, customer success, administrative assistant, order management, project coordination, inside sales support, or a similar role.
Highly organised, with the ability to manage a high volume of open orders and service cases without losing track of details.
Comfortable following up persistently with internal departments to hold timelines while maintaining strong working relationships.
Experience with Salesforce CRM, Microsoft Office, and Google Workspace.
Comfortable following documented processes and checklists, and documenting activity accurately.
Building products, millwork, construction, or U.S.-facing B2B account support experience preferred.
Reliable remote work setup required: a quiet, dedicated workspace; high-speed internet with a backup
connection; backup power sufficient to cover outages during scheduled hours; and a computer capable of running CRM and VoIP software.
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