Customer Service Representative - TRADE

Location: Remote (Pakistan-based) Schedule: Monday–Friday, 8:00 a.m. – 4:00 p.m. EST Employment Type: Full-Time Reports To: Trade & Commercial Principal Position Overview The Customer Service Rep (CSR) is the primary point of contact for all service issues on Trade & Commercial (T&C) accounts after an order is placed. The purpose of the role is to take post-sale service and administrative work off the Trade and Commercial sales representatives so they can spend their time selling. At the start of each order, the CSR emails the customer to confirm order details and introduce themselves as the point of contact for any issues going forward. From there, the role is centered on identifying, routing, and driving service issues to resolution — working with Service, Parts Sales, and Sales to get problems fixed and keeping the customer informed along the way. This is a fully remote role working United States Eastern Time business hours, with a defined path to senior service and customer success positions as the CSR builds a track record. Key Responsibilities Service Request Management Serve as the primary point of contact for service across all Trade & Commercial accounts. Receive service requests from customers directly, or from sales representatives on the customer's behalf. Complete the customer service request form and create the corresponding case in Salesforce. Work with the customer to gather all information needed to action the request correctly the first time.