Customer Service Representative (In-House)

Job Title: Customer Service Representative (In-House) Job Details: Full-Time | Onsite Location: Los Angeles, CA COMMUNICATE. CONNECT. DELIVER EXCELLENT SERVICE. Do you enjoy talking to people and helping solve problems? VersaDesk is looking for a friendly and proactive Customer Service Representative to handle customer calls, provide order updates, and resolve concerns. If you're a confident communicator who takes pride in helping customers, we'd love to have you on our team! POSITION SUMMARY The In-House Customer Service Representative will handle inbound and outbound customer calls, provide order and shipping updates, address customer concerns, and coordinate with internal departments to ensure a positive customer experience. This role requires excellent communication skills, strong follow-through, and the ability to handle multiple customer inquiries while maintaining a professional and helpful approach. KEY RESPONSIBILITIES Customer Communication & Phone Support Handle inbound and outbound calls regarding customer orders, shipping updates, delivery schedules, and product inquiries. Proactively contact customers to provide updates on their orders, particularly when delays or delivery issues arise. Clearly communicate order status, expected shipping dates, and changes to delivery schedules. Respond to customer questions and concerns in a professional, friendly, and timely manner. Follow up with customers to ensure their questions have been answered and their concerns addressed. Maintain a calm and professional approach when handling frustrated or dissatisfied customers. Order Management & Shipping Follow-Ups Monitor open orders and identify customers who need updates regarding shipping or delivery. Contact customers with delayed orders before they need to reach out for information. Coordinate with production, warehouse, and logistics teams to obtain accurate order and shipping information. Communicate changes to order timelines and delivery expectations clearly and promptly. Track outstanding customer issues and follow up with the appropriate departments until resolution. Ensure customers receive consistent and accurate information throughout the order fulfillment process. Issue Resolution & Customer Satisfaction Investigate customer concerns related to delayed shipments, missing items, damaged products, and other order-related issues. Work with the appropriate internal teams to identify solutions and resolve customer complaints. Escalate complex issues to the Customer Service Manager or relevant department when necessary. Document customer feedback, complaints, and resolutions for future reference. Follow up after an issue has been addressed to confirm customer satisfaction. Identify recurring customer concerns and communicate potential improvements to management. Documentation & Reporting Record customer calls, communications, order updates, and follow-up actions in the company's designated systems. Maintain accurate customer records and ensure all interactions are properly documented. Track unresolved cases and follow-up commitments to ensure nothing is overlooked. Provide regular updates to management regarding customer concerns, delayed orders, and recurring service issues. Follow established customer service procedures and maintain accurate records in the company's CRM or order management systems. Internal Coordination Work closely with the Customer Service Manager and other team members to maintain consistent communication with customers. Coordinate with production, logistics, sales, and other departments to obtain accurate information and resolve issues. Communicate urgent customer concerns and potential delivery problems to the appropriate teams. Support improvements in customer communication, order tracking, and service processes. QUALIFICATIONS High school diploma or equivalent required; additional education is a plus. Previous customer service experience, preferably in a phone-based customer service or call center environment. Excellent verbal communication skills and a clear, professional phone manner. Comfortable making frequent outbound calls and handling inbound customer inquiries. Strong listening skills and the ability to communicate information clearly and patiently. Ability to handle difficult conversations and dissatisfied customers professionally. Strong organizational skills and the ability to manage multiple follow-ups simultaneously. Detail-oriented, dependable, and committed to following through on customer issues. Basic computer skills and the ability to navigate multiple systems while speaking with customers. Ability to work on-site in Los Angeles and collaborate with different departments. PREFERRED QUALIFICATIONS Experience in order management, shipping coordination, e-commerce, or product-based customer service. Familiarity with CRM platforms such as HubSpot or Salesforce. Experience using order management systems and shipment tracking tools. Experience handling delayed orders, delivery issues, returns, and customer complaints. Ability to remain composed and solution-oriented in a fast-paced environment. KEY PERFORMANCE INDICATORS (KPIs) Performance in this role will be evaluated based on: Number of customer calls handled and completed follow-ups. Timeliness and accuracy of customer order updates. Proactive outreach to customers with delayed orders. Customer satisfaction and quality of customer interactions. Resolution time for customer issues and complaints. Accuracy and completeness of customer records and call documentation. Responsiveness to customer inquiries and adherence to follow-up commitments. ABOUT VERSADESK We build more than desks. We build the places where people get work done. For more than 25 years, VersaDesk has been designing and manufacturing ergonomic workspaces right here in Los Angeles. From standing desks and workstations to cubicles, drafting tables, and custom workspace solutions, our products are used by businesses, schools, healthcare organizations, and government customers across the country. We’re a hands-on company that believes in making things better—our products, our processes, and the way we work. We’re growing, and we’re looking for people who want to roll up their sleeves, solve problems, and help us build what comes next. WHY JOIN VERSADESK? Join a growing American manufacturer where your ideas, initiative, and results can make a measurable impact. Help us expand into new markets, build lasting international partnerships, and bring innovative workspace solutions to customers around the world.