Customer Service Representative

Customer Service Rep

The Customer Service Rep (CSR) is an enthusiastic, skilled problem solver with a "service mindset". The CSR is the main communication hub for the Sales Team to the Manufacturing Team and has the ability to bring departments together to provide top notch customer service. The successful candidate is committed to accuracy and strong attention to detail.

Primary Responsibilities

1. Accurately process customer transactions in a timely manner ensuring all part revisions, quantities, and custom configurations are captured correctly. Ensure emails and phone calls are professionally addressed per the department policy.
2. Monitor scheduled shipment dates to ensure timely delivery, expediting as needed; Coordinate with production scheduling and shipping teams to provide customers with realistic lead times and proactive delay alerts.
3. Identify potential issues and escalate appropriately, including production and delivery issues.
4. Use logic and reasoning to identify solutions to stressful and challenging situations.
5. Meet goals set by the CSR Lead and work effectively with other members of the team.
6. Set up and maintain comprehensive customer files and records to ensure data integrity across all internal teams.
7. Perform other duties as assigned.

Key Performance Indicators (KPIs)

• On-Time Delivery Rate: Ensuring orders ship as scheduled through proactive monitoring.
• Order Accuracy: Minimizing data entry errors that could lead to production rework or scrap.
• Response Time: Meeting departmental standards for first-contact resolution and reply speed.

Job Requirements

1. Proven ability to communicate professionally and clearly in various formats such as via email, over the phone and on paper.
2. High level of attention to detail, time management, organization and the ability to stay calm under pressure.
3. Sales experience preferred.