TROY Group, Inc.
Customer Service Representative - Whg
TROY Group, Inc., Wheeling, West Virginia, United States, 26003
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Customer Service Representative - Whg
role at
TROY Group, Inc.
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 elevate 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, and 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.
Job Details
Seniority level: Entry level
Employment type: Full‑time
Job function: Other
Industries: Technology, Information and Internet
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Customer Service Representative - Whg
role at
TROY Group, Inc.
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 elevate 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, and 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.
Job Details
Seniority level: Entry level
Employment type: Full‑time
Job function: Other
Industries: Technology, Information and Internet
#J-18808-Ljbffr