Customer Service Representative

Key Responsibilities

• Serve as the main point of contact for customer inquiries, concerns, and project status updates under the guidance of the Customer Service Manager
• Provide prompt, professional, and courteous responses to customer questions and concerns
• Assist in resolving customer issues and escalate complex cases to the Customer Service Manager when necessary
• Intake and organize customer orders, working closely with the Customer Service Manager and internal team members
• Enter and manage sales orders in Monday.com, ensuring orders are complete, accurate, and up to date
• Maintain data accuracy across platforms, including QuickBooks Online, Dropbox, and internal file systems
• Support the finance team with invoice generation and order follow-ups
• Provide holiday coverage and occasional ad hoc support in creating and placing inventory orders with suppliers to maintain healthy stock levels, as directed by the Customer Service Manager
• Coordinate with logistics and warehouse teams to keep inventory movement aligned with customer orders
• Assist internal departments by organizing project information and timelines
• Provide general administrative and operational support to the customer service team as needed

Key Requirements

• High school diploma or GED required; degree in Business, Communications, or a related field is a plus
• Experience in customer service, logistics, or distribution, with hands-on involvement in handling customer inquiries, order intake, and follow-ups, is a plus
• Practical experience with sales order entry and data management, including keeping order records accurate, up to date, and consistent across systems
• Exposure to inventory coordination and supplier ordering, with an understanding of how stock levels and warehouse activity affect customer orders
• Good Excel skills (required), with experience in Monday.com (Sales, Inventory, Warehouse, or PO boards) and QuickBooks Online (sales orders and invoicing) strongly preferred
• Working knowledge of SAP is strongly preferred
• Familiarity with Salesforce and Dropbox or similar file management systems is a plus
• Strong attention to detail, with the ability to spot errors, inconsistencies, and missing information in orders and customer records
• Clear verbal and written communication skills, with the ability to respond to customers professionally and courteously and keep internal teams informed
• Ability to manage multiple priorities and meet deadlines in a fast-paced, customer-focused environment
• Demonstrated ability to work collaboratively with internal departments, including finance, logistics, and warehouse teams
• Sound judgment in knowing when to resolve customer issues independently and when to escalate them to the Customer Service Manager
• Ability to work on site in Solon, Ohio, including occasional visits to the warehouse
• Additional information
• Manay CPA and all affiliated clients provide 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.

Additional information

Preferred Qualifications

• High school diploma or GED required; degree in Business, Communications, or a related field is a plus
• Experience in customer service, logistics, or distribution, with hands-on involvement in handling customer inquiries, order intake, and follow-ups, is a plus
• Good Excel skills (required), with experience in Monday.com (Sales, Inventory, Warehouse, or PO boards) and QuickBooks Online (sales orders and invoicing) strongly preferred
• Working knowledge of SAP is strongly preferred
• Familiarity with Salesforce and Dropbox or similar file management systems is a plus