Glen Raven

Customer Support

• Respond to customer inquiries via phone, email, and other supported channels in a timely and professional manner.
• Provide accurate information regarding products, pricing, availability, policies, and procedures.
• Resolve routine customer issues and questions on the first contact whenever possible.
• Document customer interactions, orders, and issues accurately in internal systems.
• Maintain a positive, professional demeanor during all customer interactions.
• Identify issues that require escalation and route them to the appropriate internal teams.
• Follow up on open issues to ensure timely resolution and customer satisfaction.
• Apply problem‑solving skills to balance customer needs with company policies.
• Represent the voice of the customer by sharing recurring feedback or concerns with leadership.
• Maintain knowledge of products, systems, and procedures through ongoing learning.
• Support team coverage needs and assist during high‑volume periods.
• Advise customers of delivery expectations, noting time in transit, and expected delivery.
• Administer new customer set-ups.
• Communicate with distribution centers for change orders or returns.
• Work closely with Supply Chain to provide customer with ETA’s on backorders or special-order items.
• Create Request for Quote for non-stocked items.

Customer Care Representative, Bilingual