TROY Group
EOE Statement
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
Position Customer Service Representative - Whg
Location TROY SPS - Corp Wheeling
Exempt/Non-Exempt Non-Exempt
Full-Time/Part-Time Full-Time
Shift -not applicable-
Description
Overview The Customer Service Representative drives customer retention and revenue growth by delivering a frictionless service experience. This role manages the full customer lifecycle - from inquiry to order fulfillment - ensuring accuracy, responsiveness, and proactive communication across phone, email, and chat channels.
Core Responsibilities Process customer orders, returns, and change requests with precision and urgency. Respond to product, pricing, and order status inquiries within defined service level agreements. Prepare and issue customer quotations and warranty renewals. Validate product availability, freight rates, and delivery timelines before confirming orders. Collaborate cross-functionally with Operations, Sales, and Product Management to resolve complex customer issues. Identify upselling and cross-selling opportunities through consultative engagement. Capture and escalate recurring customer pain points to improve process efficiency. Maintain accurate CRM and ERP data for all customer transactions and communications. Support continuous improvement initiatives related to customer experience, order accuracy, and response time. Qualifications
Minimum 2 years of B2B customer service or inside sales experience. Strong attention to detail and commitment to service excellence. Proficiency in Microsoft Office and familiarity with ERP, CRM, & OLS platforms (e.g., NetSuite, HubSpot, Shopify). Excellent verbal and written communication skills. Demonstrated ability to prioritize, multitask, and perform under pressure in a fast-paced environment. Team-oriented mindset with a bias for accountability and follow-through.
This position is currently accepting applications.
Position Customer Service Representative - Whg
Location TROY SPS - Corp Wheeling
Exempt/Non-Exempt Non-Exempt
Full-Time/Part-Time Full-Time
Shift -not applicable-
Description
Overview The Customer Service Representative drives customer retention and revenue growth by delivering a frictionless service experience. This role manages the full customer lifecycle - from inquiry to order fulfillment - ensuring accuracy, responsiveness, and proactive communication across phone, email, and chat channels.
Core Responsibilities Process customer orders, returns, and change requests with precision and urgency. Respond to product, pricing, and order status inquiries within defined service level agreements. Prepare and issue customer quotations and warranty renewals. Validate product availability, freight rates, and delivery timelines before confirming orders. Collaborate cross-functionally with Operations, Sales, and Product Management to resolve complex customer issues. Identify upselling and cross-selling opportunities through consultative engagement. Capture and escalate recurring customer pain points to improve process efficiency. Maintain accurate CRM and ERP data for all customer transactions and communications. Support continuous improvement initiatives related to customer experience, order accuracy, and response time. Qualifications
Minimum 2 years of B2B customer service or inside sales experience. Strong attention to detail and commitment to service excellence. Proficiency in Microsoft Office and familiarity with ERP, CRM, & OLS platforms (e.g., NetSuite, HubSpot, Shopify). Excellent verbal and written communication skills. Demonstrated ability to prioritize, multitask, and perform under pressure in a fast-paced environment. Team-oriented mindset with a bias for accountability and follow-through.
This position is currently accepting applications.