The Customer Service Representative serves as the primary interface between FSG and our clients. This role is responsible for processing orders, handling customer inquiries, and resolving quality issues efficiently. The Customer Service Representative ensures a seamless experience for customers by minimizing friction between clients and production teams.

• Handle incoming calls and emails from customers, processing orders efficiently.
• Manage customer issues, from simple delivery inquiries to complex error resolution.
• Participate in daily WIP (Work in Progress) meetings.
• Create and close cases in CRM or the appropriate ERP solution.
• Maintain accurate records by entering order details into the CRM system.
• Generate case or order acknowledgments for customer reference.
• Process orders accurately and efficiently.
• Generate quotes and ensure timely responses to customer requests.
• Manage and resolve customer issues, ensuring that case resolution is completed promptly.
• Take full ownership of quality issues routed from project sales.
• Ensure case cycle times are minimized by prioritizing and efficiently processing customer interactions.
• Maintain error-free work and uphold data integrity.
• Escalate inquiries to project sales when customers require guidance on products or solutions.
• Record all client interactions in real time within the CRM system.
• Foster productive and conflict-free relationships with colleagues and internal teams.
• Adhere to FSG policies and ensure that all work aligns with company values.

Key Performance Metric:

• Primary KPI: Case cycle-time (relative to optimal range)

• 2+ years of experience in customer service or a related field.
• Strong communication and problem-solving skills.
• Experience with CRM and ERP systems for order processing.
• Ability to multitask and manage high call/email volumes efficiently.
• Strong attention to detail and commitment to error-free work.
• Ability to collaborate with sales and production teams effectively.

As an EEO/Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status