Customer Service Representative

Job Description

Job Description

Description: Customer Service Representative

Eberhard Overview:

Eberhard is a global leader in the design and manufacturing of engineered security access solutions, recognized worldwide for our commitment to innovation and quality. Guided by our vision to be the First Choice for secure access solutions globally, we deliver on a mission rooted in a proud tradition of engineered excellence – to grow, elevate, and inspire our team and customers by providing innovative, reliable solutions and world-class experiences, while maximizing value for our shareholders. At the heart of our culture are our “CARE” values: Collaboration, Accountability, Respect, and Excellence, which shape how we work together and serve our partners every day. With strategic operations across the USA, Mexico, China, and Taiwan, Eberhard is proud to be a division of The Eastern Company (Nasdaq: EML), continuing a legacy of industrial leadership since 1859. We are dedicated to fostering an inclusive, supportive, and growth-focused workplace that makes Eberhard a top global employer of choice.

Role Description:

The Customer Service Representative (CSR) is one of the first points of contact for customers when they contact Eberhard. The CSR is responsible for providing information to and from the customer that affects orders, shipments, buffers, etc. The CSR must help maintain current customers but also help to attract new ones by providing technical information, pricing, delivery information, technical information, etc. The CSR will help support Market Managers with the ultimate goal being to provide top service to our customers within our procedures.

Core Responsibilities:

• Provide detailed, accurate, and personal attention to assigned territory/accounts.
• Work closely with Market Managers and customers keeping both updated on order status, potential problem areas, and providing general assistance when and where necessary within established guidelines. 
• Advise customers of applicable price updates via quotes, phone, e-mail, etc.
• Provide samples/drawings and all follow-up procedures when needed with customers.
• Attend required meetings (such as EN, APQP, CAR, Customer meetings) and update department personnel accordingly.
• Quote follow-up with customers.
• Pro-active follow-up on the web leads as needed.
• Light mandatory travel/customer visitations or trade shows as needed.
• Have thorough knowledge of and assist with product applications by understanding stock availability and expected delivery times.
• Provide technical support.
• Sending order acknowledgments as needed.
• Answering/responding in a timely manner to all customer phone calls and e-mails.
• Assist with questions related to customer concerns, i.e. shipments and shipping-related issues.
• Review incoming orders for accuracy, i.e. part numbers and pricing.
• Set-up returns/credits with RMA process.
• Expedite requests directly from customers with proper Eberhard departments.
• Coordinate changes to orders with proper departments.
• Follow-up on orders and manufacturing commitments with Market Managers.
• Work with Engineering Department and Market Managers on products through the Product Proposal process. (Prepare and Process as needed)
• Formal and informal quoting based on established tools (Price lists, E-cards, etc.) and by working with Technical and Marketing Manager as needed.
• Prepare and process Product Proposals with and without help from Market Managers.
• Assist with product applications.
• Support Market Managers with workflow as needed. (Portals, Websites, Orders, Buffers, Shipments, Samples, etc.)
• Utilize organizational and time management skills to maintain the highest level of customer service possible.
• Process customer complaints.
• Work closely with Production Control and Shipping department to meet customer requirements and expectations within established guidelines. (Expedites and Standard Orders)
• Process ASN’s and EDI orders per customer requests.
• Walking through plant area for meetings, picking up samples, etc.

Minimum Educational Qualifications:

• Customer service background – minimum of 2 years (manufacturing environment preferred)
• 2-year business degree a plus
• Excellent communication skills (written and verbal) with internal and external customers at all levels of the organization providing courteous, timely, and accurate information.
• The ability to handle multiple tasks and prioritize situations requiring urgent attention is critical. Strong time management and organization skills are required.
• Demonstrated competencies in computer software - MS Office (Outlook, Word & Excel, and Visual). Previous Visual experience is a plus.

Minimum Experience, Skills, and Qualifications:

• Strong customer service skillset that assures efficient and courteous service.
• Strong organizational, analytical, and problem-solving skills with high attention to detail
• Ability to identify and resolve problems and determine how to best serve the customer.
• Self-motivated with a positive attitude.
• Ability to work effectively and remain calm under pressure while remaining flexible to change.
• Ability to work without supervision to achieve goals.
• Ability to multi-task while constantly re-prioritizing requirements.
• Strong willingness to assist and cooperate with co-workers to achieve end results by “going the extra mile”
• Proactive selling techniques and customer service to obtain additional business. 
• Follow through on projects and problem resolution.
• Know and understand the status of each project based on your customer base.
• Data entry ability and computer knowledge.
• Ability to understand procedures outside the department.
• Ability to work closely with other departments.
• Ability to work in a fast past environment.
• Ability to “Own” your customer/s and not rely on others to support or service them.

Employment with Eberhard Manufacturing is “at-will”, meaning that either the employee or the company may terminate the employment relationship at any time, with or without cause, and with or without notice, in accordance with Ohio law.  

Eberhard Manufacturing Company is an Equal Opportunity Employer. All qualified applicants are evaluated without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, ancestry, age, disability/handicap status, genetic history information, or protected veteran status.  

Requirements: