Benefits:

401(k)

401(k) matching

Dental insurance

Health insurance

Paid time off

Profit sharing

Vision insurance

Wellness resources

Job Summary

DARCO International is seeking a dependable, detail-oriented Customer Service Representative to join our team. This role is critical in professionally representing our company through prompt, clear, and courteous communication, primarily via phone and email. The ideal candidate will demonstrate strong problem solving skills, a proactive approach to issue resolution, and the ability to collaborate effectively with both customers and internal teams.

Responsibilities

1. Customer Support: Provide friendly and helpful assistance to customers via phone, email, chat, or other communication channels. Address customer inquiries, requests, and issues promptly and accurately, striving to exceed customer expectations at every interaction.

2. Order Processing: Assist customers with placing orders, tracking shipments, processing returns, and resolving billing issues. Ensure that orders are processed accurately and efficiently, and that customers receive timely updates on the status of their orders.

3. Product Knowledge: Develop a deep understanding of our products/services, features, and benefits. Educate customers about product offerings, pricing, and promotions to help them make informed purchasing decisions.

4. Issue Resolution: Investigate and resolve customer complaints, concerns, or escalations effectively and professionally. Collaborate with other departments, such as sales, logistics, and finance, to address customer issues and ensure prompt resolution.

5. Invoice Generation: Utilize the invoicing software/system to create invoices based on the products/services provided to customers. Ensure that all necessary information is included on the invoice, such as itemized charges, quantities, rates, taxes, and any applicable discounts. Verify accuracy of pricing and calculations before generating the invoice.

6. Issue Refunds or Exchanges: Process refunds or exchanges for returned items based on company guidelines and customer preferences. Calculate refund amounts accurately, taking into account any applicable restocking fees, shipping costs, or promotional discounts.

7. Continuous Learning: Stay informed about company products, policies, and procedures. Participate in ongoing training and development opportunities to enhance knowledge, skills, and performance as a customer service professional.

At DARCO, we value adaptability and teamwork, recognizing that the needs of our dynamic environment may occasionally require employees to perform tasks outside their designated job descriptions. We believe that a collaborative spirit and a willingness to contribute beyond individual roles are essential for achieving our collective goals and delivering exceptional results.

Qualifications

Qualifications:

High school diploma or equivalent required; associate's or bachelor’s degree preferred.

Minimum 1–2 years of customer service experience, ideally in a professional office or call center environment.

Excellent written and verbal communication skills—must be able to convey information clearly, professionally, and promptly to both customers and colleagues.

Strong problem-solving and troubleshooting skills with a focus on resolution.

Ability to stay organized, manage multiple tasks, and work independently.

Team player with a proactive attitude and willingness to take initiative.

Proficiency in Microsoft Office and ability to learn internal systems (experience with Microsoft Dynamics 365 Business Central a plus).

Flexibility to switch between wholesale and direct-to-consumer operations.