Customer Service Representative
| Verified Pay check_circle | Provided by the employer$50000 - $60000 per year |
|---|---|
| Hours | Full-time |
| Location | Colonial Heights, VA 23834 Colonial Heights, Virginia open_in_new |
About this job
Job Description
Customer Service SOP & Expectations
"Customer Comes First"
Purpose
To define clear expectations for Customer Service to ensure consistent execution, strong sales partnership, and a best‑in‑class customer experience aligned with the Lindenmeyr brand.
Role Overview
Customer Service plays a critical role in supporting Sales, operations, and customers by executing orders accurately, communicating proactively, and reinforcing Lindenmeyr’s reputation for reliability, responsiveness, and service excellence.
Core Expectations
- Sales Partnership & Support
- WIN AS ONE approach- Answer all inbound calls in a timely and professional manner
- Act as an extension of the Sales team
- Communicate order status, pricing, and lead times proactively
- Flag risks and customer concerns immediately
- Support onboarding and key initiatives
Performance Standard: Timely, accurate execution that builds trust and supports Sales
2. Customer Experience & Communication
- Respond promptly and professionally
- Own requests from start to resolution
- Communicate delays and next steps clearly
- Maintain a solution-oriented mindset
Performance Standard: Customers experience Lindenmeyr as reliable and easy to work with
3. Order Accuracy & Execution
- Verify items, specs, and description for all direct/warehouse orders internally and with the mill before processing.
- Ensure correct pricing, quantities, and delivery details
- Follow all internal and vendor processes
- Maintain accurate documentation and invoicing
Performance Standard: Orders are executed right the first time
4. Internal Processes & Accountability
- Use ERP, CRM, and workflows consistently
- Communicate across departments clearly
- Escalate issues with solutions
- Manage workload effectively
Performance Standard: Dependable execution with minimal oversight
5. Teamwork & Continuous Improvement
- Support team coverage
- Promote collaboration
- Identify process improvements
- Adapt to change
Performance Standard: Team-first mindset supporting growth
Measurement & Accountability
Performance is evaluated using a combination of day-to-day execution, behavioral consistency, and overall contribution to team and customer success.
Semi-annual performance reviews will be conducted to evaluate overall performance based on the following:
- Responsiveness and follow-through
- Order accuracy
- Communication quality
- Process adherence
- Support for customer retention and satisfaction
- Attendance, reliability, and dependability
- Professionalism and workplace conduct
Managers will also consider:
- Consistency of performance over time
- Willingness to improve and adapt
- Initiative and ownership of responsibilities
- Contribution to team collaboration and overall service quality
Performance reviews are intended to provide constructive feedback, recognize accomplishments, identify development opportunities, and support ongoing employee growth and success.
Work-From-Home Schedule
Mandatory In-Office Days
- Tuesday through Thursday: All employees in office
Week
Monday (WFH)
Tuesday–Thursday
Friday (WFH)
Week 1
Group A
In Office
Group B
Week 2
Group B
In Office
Group A
Week 3
Group A
In Office
Group B
Week 4
Group B
In Office
Group A
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