Customer Service Representative II (Finance)
Job Details
Level
Experienced
Job Location
Cincinnati Office - Cincinnati, OH
Position Type
Full Time
Education Level
High School
Salary Range
$22.00 - $24.00 Hourly
Travel Percentage
None
Job Shift
Day
Job Category
Customer Service
Description
Customer Service Representative II
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: $22.00-$24.00 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 an experienced and customer-obsessed Customer Service Representative II to support and grow relationships with key business and ecommerce customers. This role builds on foundational CSR responsibilities and places greater emphasis on proactive communication, account ownership, and problem-solving autonomy. You'll act as a strategic partner to assigned sales reps and top customers-ensuring each interaction reflects our commitment to quality, accuracy, and service excellence.
Responsibilities:
In this role you will be required to...
- Serve as a key point of contact for both B2B and B2C customers via phone, email, and chat-handling escalated, complex, or high-touch inquiries with efficiency and professionalism.
- Own the end-to-end customer experience for assigned accounts, providing timely updates, managing expectations, and coordinating internally to ensure service delivery.
- Conduct weekly proactive outreach to top accounts, offering support, updates, or alternatives for open/back-ordered items.
- Prepare and distribute regular open order reports, anticipating customer concerns and providing actionable solutions.
- Collaborate closely and continually develop strong relationships with assigned field sales representatives to support growth, retention, and special project coordination.
- Assist customers with order troubleshooting, technical questions, or product substitutions, always striving for first-contact resolution and final resolution within 24 hours whenever possible.
- Maintain a strong knowledge of our product lines, backorder statuses, and system workflows in order to guide customer decisions and drive satisfaction.
- Provide thoughtful, timely responses to all email communications (within one business day).
- Offer replacement recommendations for discontinued or backordered items.
- Identify ongoing service gaps or risks and escalate appropriately to management or internal teams.
- Support administrative functions including data entry, system updates, CRM notes, and cross-functional follow-up tasks.
- Participate in process improvement efforts, team trainings, and support of newer CSR team members as needed.
- Maintain a strong customer-first approach in every interaction-balancing urgency, professionalism, and empathy.
Required Knowledge, Skills and Abilities:
- Exceptional verbal and written communication skills with the ability to manage escalated conversations professionally
- Strong customer service acumen, with at least 5 years of experience, including 2+ years in ecommerce or B2B environment.
- Proficient in Microsoft Office, especially Excel (including advanced filtering, formatting, and basic formula use).
- Proficient in navigating ERP and CRM systems and an ability to learn and adapt new systems quickly.
- Strong organizational and time management skills; able to manage priorities and meet daily follow-up expectations.
- Self-motivated, resourceful, and capable of working independently in a fast-paced environment.
- Proactive and solutions-oriented, with a strong attention to detail and sense of ownership over customer accounts and resolving issues that arise.
- Collaborative, respectful team player with a positive attitude, who contributes to a positive team environment and achievement of team goals.
Qualifications:
- High school diploma or GED required.
- Some college or an associate degree preferred.
- Minimum of 5 years of customer service experience required.
- Minimum of 2 years supporting eCommerce or high-volume customer accounts preferred.
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.
