SENIOR CUSTOMER SERVICE REPRESENTATIVE

Customer Service Representative

Position is responsible for providing all aspects of service to a wide range of clients. The goal of the position is to foster long-term relationships with clients and help grow our business. Connect with key stakeholders and prepare reports. Answer client queries and identify new business opportunities. In this role, you will liaise with cross-functional internal teams to improve the entire customer experience.

Duties include order entry, assisting with the resolution of client issues, identify and generate sales by upselling, cross-selling, and quote follow-up. Monitor progress of an order from receipt of PO through manufacturing and shipment. In some cases, person must submit Engineering requests and read basic Engineering drawings. This position is the primary point of contact between client and Sales Leadership, Production, Supply Chain, Engineering and Shipping. Must accomplish key performance indicators as part of a team as well as individually.

Essential Functions:

· Serve as primary point of contact with assigned customers and consistently deliver excellent service to enhance value to the customers' business.

• Respond promptly to customer queries and complaints and deliver client-focused solutions based on customer needs, passing on issues to Sales Management
• Identify new business opportunities and develop opportunities with existing clients to meet sales quotas, to include follow-up of quotes, upselling and cross-selling products and services.
• Follow up regularly after sale to ensure client satisfaction
• Produce and maintain various reports that track progress and trends in regards to sales activity, account status, and projects.
• Monitor key account metrics, identify variances and trends. Clearly communicate the progress on monthly/quarterly initiatives to internal and external stakeholders. Prepare reports requested by customer and/or management team.
• Maintain a comprehensive knowledge of sales data/information sources, product lines, and processes.
• Assist Sales team in the research and resolution of internal and external questions/issues
• Work closely with Project Coordinators and Sales Team to develop timely and accurate quotes.
• Follow-up on quotes issued.

· Coordinate with the manufacturing team to ensure appropriate customer order fulfillment.

· Proactively manage full customer order process including order intake, confirmation, and analysis to ensure optimal ship date. Keep customer informed of any changes or problems.

· Identify opportunities to streamline and improve customer-related workflow and systems.

· Initiate action to prevent the occurrence of any nonconformity related to product, process, and the system.

· Control further processing, delivery, or installation of nonconforming product until the deficiency or unsatisfactory condition has been corrected.

· Generate RMA when the situation arises and follow up on return of products and issuance of credit within the process guidelines.

· Process all Requests for Credit

· Complete NAFTA certificates.

· Cheerfully and willingly perform other duties as assigned or necessary to fulfill the position purpose.

Required Knowledge, Skills and Abilities:

· Excellent written and verbal communication skills

• Strong communication and negotiation skills
• Organizational and multitasking ability
• Ability to prioritize among competing tasks
• Assertiveness and confidence
• Critical thinking and problem-solving skills
• Keen attention to detail and adherence to deadlines.

· Solid aptitude for business and finance-related math

· Highly driven and self-motivated to continuously improve and deliver excellent customer service

· Excellent computer skills, including MS Word, Excel, and Outlook

Minimum Required Experience or Education:

· High school diploma or GED required, some college preferred

· Minimum of three years customer service background in a manufacturing environment.

· 3-5 years sales / inside sales experience, in a manufacturing environment a plus.

· Experience utilizing ERP (Syspro preferred)

Job Type: Full-time

Work Location: In person

Compensation / Pay Rate (Up to): $21.00 - $23.00