Customer Service career pathway

The Customer Service Representative I handles basic order entry and data processing, schedules freight, coordinates shipments, and maintains DIFOT tracking information. The role responds to routine customer inquiries using established procedures and scripts, escalates issues as needed, and works under regular supervision and coaching.

The Customer Service Representative II manages moderately complex order entry and order management activities, resolving order changes, shipping delays, and inventory issues while coordinating with production, logistics, and planning teams. The role supports escalations from CSR I employees, handles most customer inquiries independently, and seeks guidance on more complex issues.

The Customer Service Representative III manages advanced order entry and high-value customer accounts. The role resolves complex escalations involving production delays, supply chain disruptions, quality concerns, and freight issues by coordinating with production, procurement, planning, logistics, and quality teams. This position also mentors junior representatives, contributes to process improvements and KPI tracking, and serves as a subject matter expert on products, systems, and customer processes.

The Customer Service Representative Manager leads the Customer Service department, including staffing, team performance, and overall strategy. The role manages key customer relationships and escalations while working with other departments to resolve issues. This position also tracks performance, improves processes and systems, and keeps leadership informed of key results and risks.