Customer Support Representative

Position Summary

Every customer interaction shapes the Kolbe experience. The Customer Support Representative serves as a key frontline member of Kolbe's Customer Support team. Using strong communication skills and established procedures, training resources, and knowledge tools, the CSR resolves routine inquiries, supports order-related activities, and connects customers with the right resources when additional expertise is needed.

What Makes Someone Successful in This Role

You may enjoy this role if you:

• Enjoy helping customers and solving problems.
• Like learning new products, systems, and processes.
• Take pride in accuracy and follow-through.
• Can balance multiple priorities.
• Work collaboratively and share knowledge with others.
• Approach challenges with curiosity and a willingness to learn.

Key Responsibilities

Customer Support & Communication

• Serve as a primary point of contact for routine customer inquiries via phone, email, and shared inboxes.
• Gather information, answer questions, and communicate clearly regarding products, processes, order status, and next steps.
• Provide timely, professional support to deliver a positive and consistent customer experience across all interactions.

Order & Transaction Support

• Process routine orders, updates, transactions, and related documentation according to established procedures.
• Maintain accurate and complete information within company systems.
• Recognize non-standard requests, exceptions, and complex issues and coordinate with the appropriate team members for resolution.

Problem Solving 

• Use knowledge base articles, procedures, training materials, and system resources to research and resolve customer inquiries.
• Apply documented processes consistently and escalate requests when additional expertise is needed.
• Participate in ongoing product, system, and process training.

Teamwork & Continuous Improvement

• Share knowledge and support workload balancing and changing business priorities.
• Identify opportunities to improve procedures, documentation, and customer support processes.
• Contribute to a collaborative, knowledge-sharing team culture.

Key Skills & Qualifications

• Strong verbal and written communication skills.
• Customer-focused mindset with a commitment to responsive, professional service.
• High attention to detail and accuracy.
• Strong organization, time-management, and problem-solving skills.
• Ability to learn new products, systems, and documented procedures.
• Proficiency with business systems, CRM platforms, and Microsoft Office applications.
• Team-oriented approach with a willingness to learn and support others.