Customer Support Rep

Job Summary:  
The Customer Support Representative is responsible for supporting customer order 
management, resolving inquiries, ensuring seamless customer experience across multiple 
channels including chat, email, phones. The position plays a critical role in ensuring accurate 
order processing, timely issue resolution, and overall customer satisfaction and collaborates 
with internal teams, including warehouse, purchasing, and operations, to fulfill customer needs. 

Duties and Responsibilities:  
• Manage the end-to-end order lifecycle, including order entry, updates, holds, 
cancellations, and status communications  
• Monitor and resolve order exceptions, including unpaid holds, past due orders, and 
system-generated queue items  
• Serve as a primary point of contact for customers, providing timely support, order 
updates, and resolution of inquiries and escalations  
• Process financial transactions in accordance with company policies, including credit card 
payments, pricing validation, and approval requirements  
• Maintain accurate order data across systems, including shipping information, 
intercompany transactions, and vendor coordination  
• Support electronic data interchange (EDI), email queues, and real-time customer 
communication tools to ensure timely issue resolution  
• Process returns, corrections, and customer requests in compliance with established 
procedures and documentation requirements  
• Identify process improvement opportunities and participate in training to support 
operational efficiency and service quality 
• Directly and indirectly responsible for product quality. 
• Performs other duties as assigned by management to support the business.  

Span and Scope  
• Direct Reports: No 
• Leadership Responsibility: None  
• Focus/Influence: Delivers results through daily work activities and contributes 
recommendations for team process improvements 
• Decision-Making Authority: Uses judgment to manage orders and resolve issues while 
following established procedures, standard practices, and guidelines; escalates 
exceptions as needed. 
• Complexity: Routine; manages multiple systems, priorities, and order exceptions 
requiring problem-solving and coordination. 
Skills 
• Strong communication skills with the ability to translate technical issues into customer
friendly language  
• Strong collaboration skills with IT, Web Development, and Product/Data teams  
• Ability to act as a subject matter expert (SME) and escalation point for technical issues  
• Strong technical aptitude with ability to diagnose and resolve system, ordering, and user 
experience issues  

Education and/or Work Experience Requirements: 

• High school diploma or GED required 

• At least 1 year of Customer service experience is required with excellent verbal and written communication skills and comfortable interacting with customers over the phone. 

• Experience in a contact center customer service, retail or hospitality environment. 

• Experience with Microsoft Office, and a willingness to learn new software. 

• Experience with Point of Sale (POS) system or Salesforce type of CRM is a plus. 

Physical Requirements:  

• Ability to safely and successfully perform essential job functions in accordance with the ADA, FMLA, and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.  

• Ability to maintain regular and timely attendance in accordance with the ADA, FMLA, and other federal, state, and local regulations. 

This position requires applicants to be authorized to work in the US without sponsorship; TestEquity does not sponsor applicants for work visas. 

TestEquity provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.