Customer Service Representative

TL;DR

Customer Service Representative (Order Management/ERP): Processing customer orders and serving as the primary point of contact across the order-to-delivery lifecycle with an accent on ERP-based order management, order/shipment issue resolution, and cross-functional coordination to ensure accurate, timely fulfillment. Focus on investigating discrepancies, managing returns/credits, and driving process improvements that enhance customer experience and operational efficiency.

Location: Irvine, CA, United States

Salary: $25–$30 per hour plus benefits

Company

Bowers & Wilkins provides customer service support for order processing and fulfillment.

What you will do

• Process and manage customer orders accurately through ERP and related business systems.
• Review orders for completeness, pricing, product availability, shipping requirements, and regulatory compliance.
• Handle customer inquiries for orders, shipments, pricing, returns, and product availability; proactively communicate status, backorders, and delays.
• Investigate and resolve issues involving order discrepancies, shipping, invoicing, returns, and product concerns with timely follow-up.
• Coordinate with Sales, Supply Chain/Distribution/Planning, Manufacturing, Finance, Quality, and other stakeholders to resolve customer requests.
• Maintain accurate customer account information and support return authorizations, credits, and replacements per company policies.

Requirements

• 2+ years of customer service, order management, customer support, or inside sales support experience.
• Experience processing customer orders in an ERP system (Oracle, SAP, JD Edwards, Microsoft Dynamics, or similar).
• Strong verbal and written communication skills and excellent organizational skills for a fast-paced environment.
• Strong problem-solving and customer relationship skills with high attention to detail.
• Proficiency with Microsoft Office (Outlook, Excel, Word).
• Ability to read/write in English and interpret technical documents, schematics, and written instructions.

Culture & Benefits

• Office-based role with daily computer use.
• Benefits include Medical, Dental, Vision, Life/AD&D, Disability Insurance, 401(k), paid Vacation/Sick/Holidays, and Flexible Spending Accounts.
• Additional benefits include paid maternity leave, voluntary Accident/Critical Illness, Employee Assistance Program, Pet Insurance, on-site wellness clinic, and fitness center.
• Benefits eligibility is subject to requirements.