Customer Service / Office Administration Support

Overview

Compensation: $23/hr

The Customer Service / Office Administration Support employee is responsible for supporting daily office operations and ensuring exceptional customer service. This position serves as a key liaison between customers, the front office, sales, production, warehouse/fulfillment, and logistics teams.

The primary focus of this role is accurate and timely order processing, customer account management, ERP system administration, and coordination of customer orders through the fulfillment process. The position also provides general administrative and office support, including assistance with invoicing, accounts payable/receivable, vendor coordination, and record keeping.

Responsibilities

Customer Service & Order Management

• Manage the end-to-end customer order process, from receipt of purchase orders through fulfillment and delivery.
• Accurately enter, process, track, and confirm customer purchase orders in the company’s ERP system.
• Serve as a primary point of contact for customer inquiries regarding orders, product availability, pricing, delivery status, and returns.
• Monitor open orders and proactively communicate order status, delays, or changes to customers and internal teams.
• Investigate and resolve customer complaints, order discrepancies, shipping issues, and other service-related matters.
• Coordinate with sales, production, warehouse/fulfillment, affiliates, and logistics teams to resolve issues and ensure timely order fulfillment.
• Maintain a high level of customer satisfaction through responsive, professional, and timely communication.

ERP System Administration & Reporting

• Maintain accurate and up-to-date customer and order information within the company’s ERP system.
• Create and maintain customer account profiles, including contact information, billing/shipping details, pricing, and other relevant account data.
• Ensure data integrity and accuracy across customer, order, inventory, and related ERP records.
• Generate customer, sales, order, and operational reports as needed.
• Assist with ERP system administration and identify opportunities to improve data accuracy and workflow efficiency.
• Identify bottlenecks in the order-to-cash process and recommend or implement workflow improvements to increase efficiency and reduce errors.
• Work with internal teams to ensure consistent and effective use of ERP processes and procedures.

Office Administration & Operations

• Manage day-to-day front-office administrative activities and ensure the office operates in an organized and professional manner.
• Handle incoming phone calls, emails, correspondence, and general customer or vendor inquiries.
• Maintain office organization and coordinate office supplies and administrative needs.
• Serve as a liaison between office personnel, field/warehouse staff, management, and other departments to facilitate smooth daily operations.
• Assist with scheduling, document preparation, data entry, filing, and general administrative tasks.
• Maintain organized and accurate records and ensure appropriate document retention and filing procedures.
• Coordinate with vendors and service providers as needed.

Accounting & Administrative Support

• Provide administrative support for invoicing and general accounting functions as needed.
• Assist with accounts payable (AP) and accounts receivable (AR) activities as needed.
• Assist with customer account reconciliation and resolving billing discrepancies.
• Support vendor management and maintain accurate vendor records.
• Work closely with management and accounting personnel to ensure accurate and timely financial documentation.

Qualifications

Required Qualifications

• 3–5 years of experience in customer service, order processing, office administration, or a related business support role.
• Hands-on experience working with an ERP system; experience with a major ERP platform is preferred.
• Strong computer skills and proficiency with Microsoft Office, particularly Excel and Outlook.
• Excellent verbal and written communication skills.
• Strong organizational and time-management skills with the ability to manage multiple priorities.
• Exceptional attention to detail and a high level of accuracy.
• Strong problem-solving and decision-making abilities.
• Ability to work effectively and professionally with customers, vendors, management, and cross-functional teams.
• Ability to work independently while also functioning effectively as part of a team.
• Strong follow-through and accountability for assigned responsibilities.

Preferred Qualifications

• Experience in manufacturing, distribution, fulfillment, or a similar operational environment.
• Experience with ERP reporting and data management.
• Familiarity with invoicing, accounts payable, accounts receivable, and basic accounting procedures.
• Prior experience coordinating or leading the work of others is a plus.

Key Attributes

The ideal candidate is organized, dependable, detail-oriented, customer-focused, and proactive. They should be comfortable managing multiple responsibilities, communicating across departments, identifying problems, and following issues through to resolution.

Company Website

https://www.catsmo.com