Customer Service Representative (Finance)

Job Details

Level

Entry

Job Location

Cincinnati Office - Cincinnati, OH

Position Type

Full Time

Education Level

High School

Salary Range

$18.00 - $21.00 Hourly

Travel Percentage

None

Job Shift

Day

Job Category

Customer Service

Description

Customer Service Representative

Company Background:

Fechheimer was founded in 1842 and is a proud member of the Berkshire Hathaway family of companies. Fechheimer Brothers Company is the premier uniform manufacturer servicing the military, federal, state, and local public safety service markets. Our uniforms represent the honor, respect, and pride reflective in public safety today and at Fechheimer we take pride in serving those who serve us.

Our goal is to bring to market premier products and programs through our two brands; Flying Cross® and Vertx® to continue our tradition of providing superior products & service through innovation and technology that continually meets and exceeds our customers' expectations.

At Fechheimer, not only do we pride ourselves on our products and programs but on our company culture. We offer a comprehensive benefits package, a fun and relaxed work environment, and the opportunity for continued growth and learning.

Benefits Offered:

• Competitive Pay
• Vacation, Sick, and Personal Paid Time Off
• 10 Paid Holidays
• Health, Vision, and Dental Insurance
• FSA and HSA Accounts
• Long and Short-Term Disability

• Employer Paid Life Insurance and Voluntary Life Insurance
• Accidental and Critical Illness Insurance
• Employee Assistance Program
• Paid Parental Leave
• Tuition Assistance
• 401(k) Plan with Employer Match

Pay Rate: $18.00-$21.00 per hour, based on experience

Work Schedule: In Office. Must be able to commute to the Cincinnati/Blue Ash, Ohio office. Monday through Friday, Day Shift.

Position Summary:

Fechheimer is seeking a proactive and customer-focused Customer Service Representative to join our team and deliver exceptional support to both business and direct/ecommerce customers. In this dynamic, fast-paced role, you'll serve as a key point of contact-resolving inquiries via phone, email, and chat, supporting field sales reps, and ensuring timely, accurate order management and follow-through. Ideal candidates will bring strong communication skills, a sense of urgency, and a passion for building lasting customer relationships.

Responsibilities:

In this role you will be required to...

• Serve as the primary point of contact for both B2B and B2C customers through phone, email, and chat, delivering timely, accurate, and empathetic service in a call center environment.
• Troubleshoot and resolve order issues, product inquiries, and other service-related requests, always striving for first-contact resolution and final resolution within 24 hours whenever possible.
• Build strong relationships with assigned field sales representatives, acting as a reliable and responsive partner to support sales and service objectives.
• Proactively manage open orders by preparing and analyzing reports, communicating with customers on order status, and taking corrective actions to ensure smooth fulfillment.
• Process returns, exchanges, order adjustments, and cancellations in accordance with company policies and customer needs.
• Anticipate customer needs and provide proactive solutions; take ownership of ongoing issues and ensure effective follow-up and closure.
• Identify and escalate complex or high-priority issues to the appropriate internal teams or management to ensure timely and effective resolution.
• Demonstrate a high level of professionalism, empathy, and active listening when addressing customer concerns, ensuring each interaction enhances the customer experience.
• Maintain accurate and current knowledge of product offerings, sizing, availability, promotions, and company policies to confidently and accurately inform customers.
• Navigate and maintain CRM systems and order management tools with accuracy and efficiency to log interactions, updates, and resolution steps.
• Perform accurate and timely data entry, while also providing administrative support to the broader Customer Service and Sales teams as needed.
• Collaborate cross-functionally with departments including Sales, Operations, and Logistics to address and resolve customer or order-related challenges.
• Adapt to increased customer volume during peak seasons or promotional periods, demonstrating flexibility with scheduling and task prioritization.
• Participate in ongoing training, team meetings, and process improvement initiatives to enhance service delivery and contribute to a continuous improvement culture.
• Remain adaptable and composed in a fast-paced environment, successfully managing multiple priorities while maintaining a high level of service.
• Contribute to a positive team environment by being dependable, communicative, and solutions-oriented in daily interactions.

Required Knowledge, Skills and Abilities:

• Clear and professional verbal and written communication skills, with the ability to listen actively and respond with empathy.
• Comfortable navigating computer systems and working across multiple applications; able to learn new software quickly and efficiently.
• Attention to detail and ability to enter customer data accurately and efficiently.
• Working knowledge of Microsoft Office, particularly Excel (basic functions such as data entry, filtering, and formatting).
• Some experience or strong interest in providing customer service through phone, email, or chat, preferably in an ecommerce or call center setting.
• Ability to manage multiple tasks and shift priorities in a fast-paced team environment.
• A proactive mindset with a willingness to ask questions, learn from feedback, and take initiative to resolve customer issues.
• Basic familiarity with customer service or CRM systems and a willingness to learn internal platforms quickly.
• Positive attitude and a collaborative work style; able to follow direction and contribute to team goals.

Qualifications:

• High school diploma or GED required.
• Some college or an associate degree preferred.
• 1-2 years of customer service experience preferred - internships, retail, ecommerce, or call center experience a plus.

Physical Requirements:

• Positional: Driving in accordance with job duties assigned. Frequent standing and walking. Constant sitting.
• Gross Mobility: Rare climbing, or crawling. Infrequent balancing, stooping, kneeling, or crouching. Frequent to constant reaching and handling.
• Sensory: Rare tasting/smelling. Frequent use of color vision. Occasional use of far visual acuity, depth perception, and field of vision. Frequent use of near and midrange visual acuity, and visual accommodation. Frequent to constant talking.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran.