Customer Service Representative II

Customer Service Representative 2

RMB Products is seeking a Customer Service Representative 2 in a manufacturing environment who is the primary point of contact for customer inquiries from day-to-day fulfillment to incidental prospecting, responsible for reviewing and researching customer complaints driving them to resolution using policies, procedures, and/or best practices available. The CSR has the primary responsibility for the review of incoming purchase orders, the accuracy of sales order entries, customer documentation, product returns, and customer complaints while leading the rest of the organization by example in attention to detail.

About RMB: RMB Products is a leader in advanced thermoplastic manufacturing, including rotational molding, additive manufacturing, and custom fabrication. We support aerospace, chemical processing, and industrial customers with high-performance polymer solutions. RMB fosters a culture of technical excellence, continuous improvement, and pride in delivering complex, high-value products.

Essential Position Functions and Responsibilities

This position includes the following essential functions, but is not limited to them:

• Manage day-to-day purchase orders, price quoting, order entry, order tracking, and coordination of production scheduling in support of changing needs of the customers.
• Maintain Customer Portals by ensuring alignment with internal systems (ERP, database, etc.), effectively communicate Customer schedule changes to Operations and track and dispute incorrect data in and deliveries in the customer portal.
• Formalize and document order procedures, contract pricing, and quotations.
• Primarily responsible for maintaining, updating, training, and educating to ensure ongoing use of Made to Manage and CRM software.
• Seek new business opportunities in everyday customer interactions. When appropriate seamlessly hand off to the designated outside salesperson.
• Facilitate excellent documentation management for archiving legal communications, agreements, and corporate interactions.
• Confer with sales personnel and sales management on any concerns with the customer relationship, e.g. delivery challenges, price discrepancies, quality control, and/or customer requests that might be exceptional to the organization.
• Monitor production schedule to determine the status of orders and notify clients of any opportunities for improvement or delays in shipment on a timely basis.
• Be the primary point of contact for customer communications. Answer direct phone calls and process all faxes and emails in an appropriate and timely manner.
• Maintain ongoing communications with customers and other front office inquiries.
• Handle all aspects of returned materials requests from customers and process/relay all information to the appropriate internal departments.
• Determine the best method to resolve complex customer service problems.
• Interface with engineering, quality, manufacturing, accounting, and sales to ensure a positive customer experience.
• Office administration as required, including but not limited to reporting sales figures and performance metrics and coverage of general incoming phone calls.
• Other responsibilities as assigned.

Requirements and Qualifications Education

• Requires a High School Diploma/GED.
• Appropriate certifications may be substituted to meet educational requirements.

Years' Experience

• 2+ years of customer service, customer account management, order entry, inside sales, or administrative support experience required.
• Manufacturing and ERP experience strongly preferred.
• Proficiency with Microsoft Office (Outlook, Excel, Word) is required.

Skills

• Ability to operate office equipment, such as, PC, copier, and phone system.
• Proficiency with Microsoft Office Suite with an in-depth understanding of Excel and the use of pivot tables, ERP/MRP, and CRM systems (including cloud-based SaaS systems).
• Ability to present a pleasant and positive attitude towards peers, customers, and visitors.
• Requires exemplary verbal communication, interpersonal, analytical, written, and organizational skills.
• Document Control with ISO background
• The position requires highly developed professional communications and follow-up skills with a focus on customer satisfaction.

Physical Requirements and Hazards

• Sitting: computer work
• Repetitive movement
• Lifting up to 25 pounds
• Ability to work on-site

Benefits

At RMB Products, we recognize how important your career and benefits are to you and your family. We offer a full suite of benefits, including medical, dental, vision, short and long-term disability coverage, accident insurance, critical illness insurance, basic and supplemental life insurance, employee assistance plan, retirement savings and matching, and other developmental opportunities. We are committed to supporting the way you live and work.

RMB Products is an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status. Applicants requiring reasonable accommodation to complete the application process may contact Human Resources.

This position requires access to information subject to the International Traffic in Arms Regulations (ITAR). Employment is contingent upon the applicant being a "U.S. person" as defined by ITAR (22 CFR §120.15), which includes U.S. citizens, lawful permanent residents, refugees, or asylees, as required by U.S. export control laws.