The Customer Service Representative is responsible for executing orders accurately and providing proactive communication to support the sales team and customers. They must maintain high standards of service excellence while managing internal processes and documentation within ERP and CRM systems.
The role requires a professional with strong organizational skills and the ability to work collaboratively across departments. Candidates must be capable of managing workloads effectively and adapting to process improvements while maintaining high levels of accuracy and reliability.
Customer Service SOP & Expectations
"Customer Comes First"
Purpose
To define clear expectations for Customer Service to ensure consistent execution, strong sales partnership, and a best‑in‑class customer experience aligned with the Lindenmeyr brand.
Role Overview
Customer Service plays a critical role in supporting Sales, operations, and customers by executing orders accurately, communicating proactively, and reinforcing Lindenmeyr’s reputation for reliability, responsiveness, and service excellence.
Core Expectations
Performance Standard: Timely, accurate execution that builds trust and supports Sales
2. Customer Experience & Communication
Performance Standard: Customers experience Lindenmeyr as reliable and easy to work with
3. Order Accuracy & Execution
Performance Standard: Orders are executed right the first time
4. Internal Processes & Accountability
Performance Standard: Dependable execution with minimal oversight
5. Teamwork & Continuous Improvement
Performance Standard: Team-first mindset supporting growth
Measurement & Accountability
Performance is evaluated using a combination of day-to-day execution, behavioral consistency, and overall contribution to team and customer success.
Semi-annual performance reviews will be conducted to evaluate overall performance based on the following:
Managers will also consider:
Performance reviews are intended to provide constructive feedback, recognize accomplishments, identify development opportunities, and support ongoing employee growth and success.
Work-From-Home Schedule
Mandatory In-Office Days
Week | Monday (WFH) | Tuesday–Thursday | Friday (WFH) |
Week 1 | Group A | In Office | Group B |
Week 2 | Group B | In Office | Group A |
Week 3 | Group A | In Office | Group B |
Week 4 | Group B | In Office | Group A |