Customer Support Representative

All Positions:

• Uphold DDW's Mission Statement, Quality Policy, and Values and Beliefs.
• Perform work accurately and reliably with proper thoroughness according to established procedures.
• Proper work ethic including being at work when scheduled, arriving to work on time, and being ready to work at the start of the shift.

Customer Service:

• Coordinate and follow up on all customer and broker inquiries.
• Manage customer service for a sales base as designed by the customer service team.
• Maintain pricing and customer information in a computer database.
• Regularly communicate and provide feedback to all involved parties on customer issues in a timely manner.
• Communicate regularly with Sales, Customer Support and Production to ensure that logistics, shipping details, documentation requirements, etc. are known and managed to meet customer expectations
• Work with Customer Support, Sales, Production and others to develop improvements in Customer Service
• Actively participate in the Quality Improvement Process, particularly assisting in collecting customer data
• Document customer orders and ensure all requirements for each customer are verified

• Ensure customer support performance excellence according to key measures such as documentation errors, credit/debits issued and other measures as defined.
• Process export shipments according to regulations
• Interact with Sales Managers, Production associates and Logistics Coordinator on applicable issues.
• Participate in Clean, Bright and White
• Other duties as assigned.

Skill Requirements:
High school diploma- Bachelor degree preferred
Excellent verbal and written communication skills.
A self-starter with can-do attitude.
Capable of handling detailed work accurately.
Ability to prioritize and meet deadlines.

Demonstrated knowledge of transportation and logistics, formal education a plus
Experience in a manufacturing environment service area a plus
Strong written and verbal communication skills and demonstrated strength with customer and supplier interaction
Team player - demonstrated willingness to support other areas to optimize our ability to satisfy customer demands
Ability to work between the hours of 8:00 AM to 5:00 PM

Competency Requirements:
Integrity/Ethics
Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys good news and bad.

Work Environment/Safety
Promotes mutual respect, keeps workplace clean and safe, supports safety programs.

Quality
Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems.

Vision and Values
Supports values and daily actions and decisions, communicates vision and values to others, generates enthusiasm, incorporates vision when planning.

Communication
Communicates well both verbally and in writing, creates accurate and punctual reports, delivers presentations, shares information and ideas with others, has good listening skills.

Customer Service
Handles customer questions and complaints, communicates with customers, handles service problems politely and efficiently, always available for customers, follows procedure to solve customer problems, understands company products and services, maintains pleasant and professional image.

Sales Team Support
Shares information with manager and team, works as part of a team, works with other departments, follows company policies and values, balances short- and long-term goals.

Sense of Urgency
Prioritizes well, shows energy, reacts to opportunities, instills urgency in others, meets deadlines.

Physical Demands:
This position is primarily conducted in an office environment with some walking through the plant required
Long periods of sitting