Customer Support Representative

Customer & Business Support Representative

The Representative, Customer & Business Support role provides exceptional service and support to customers, vendors, and the Retail Sales Merchandising (RSM) field team. This role is responsible for resolving NetSuite support tickets, responding to customer inquiries, performing administrative and data entry tasks, and collaborating across departments to ensure timely, accurate, and professional support. Success in this role requires strong communication, organization, and strong critical thinking skills, with a commitment to delivering a positive experience for both internal and external customers.  

Essential Duties & Responsibilities 

• Respond to and resolve field team and customer inquiries via phone, email, and other communication channels in a timely and professional manner 

• Provide accurate information and support related to company programs, processes, and field operations 

• Perform general administrative tasks -  including record maintenance and directing calls and emails to the appropriate departments 

• Process and maintain data entry within company systems, including order information and related documentation 

• Navigate multiple systems and applications to research, troubleshoot, and resolve customer and employee requests. 

• Follow established safety practices to maintain a safe work environment 

• Comply with all company policies, procedures, and quality standards 

• Assist with special projects and perform other duties assigned by supervisor 

Knowledge, Skills, and Abilities 

• Clear, professional communicator, verbal and written, comfortable interacting with customers, peers, and management alike 

• Strong problem-solving and analytical  skills, with the ability to diagnose issues quickly and find solutions that work for both the customer and the business 

• Skilled at managing multiple customer requests simultaneously while keeping priorities straight under pressure 

• Self-motivated and proactive- identifies and resolves issues before they escalate 

• Strong interpersonal and customer service skills with a commitment to building positive relationships. 

• Detail-oriented, with a strong record of accuracy in documentation and follow-through 

• Ability to work effectively both independently and collaboratively in a team environment. 

Experience and Credentials 

• High School Diploma required 

• Associate’s or bachelor’s degree preferred  

• Minimum one year’s customer service and/or administrative experience required  

• Retail experience preferred 

• Proficient in Microsoft 365 (Word, Excel, Outlook) with the ability to quickly learn and adapt to new software and customer service platforms 

• Experience with NetSuite or similar CRM/ERP systems a plus or ability to be trained 

Physical & Work Environment Requirements 

• Ability to work prolonged periods sitting at a desk while working on a computer 

• Ability to travel occasionally for meetings, training, or customer engagements 

• Ability to communicate effectively in person, by phone, and via digital communication platforms