Customer Service Associate

Job Description

Job Description

About the Role:

The Customer Service Associate serves as the primary point of contact for customers, providing support related to products, services, orders, and account management. This role is responsible for processing customer orders and quotes, maintaining accurate records, resolving customer inquiries, and coordinating with internal departments to ensure exceptional customer service. The position requires strong attention to detail, organizational skills, and the ability to manage multiple priorities in a fast-paced environment while maintaining confidentiality of company and customer information.

Minimum Qualifications:

• High school diploma or equivalent.
• Previous customer service, administrative, or order processing experience.
• Proficiency in English with strong verbal and written communication skills.
• Ability to accurately enter and maintain data and records.
• Strong attention to detail and organizational skills.
• Ability to manage multiple tasks and priorities while maintaining accuracy.
• Ability to travel to Michigan City, IN for training and occasional customer visits.
• Ability to maintain confidentiality of customer and company information.

Preferred Qualifications:

• Experience using ERP systems such as Oxaion, SAP, or similar software.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint).
• Experience in manufacturing or industrial customer service environments.
• Familiarity with CAD/CAM software, preferably MI-5.
• Bilingual skills in English and one or more of the following languages:
  • Spanish
  • German
  • Portuguese
• Strong problem-solving and account management experience.

Responsibilities:

• Process customer orders, quotes, and order entries accurately and efficiently.
• Maintain customer, vendor, and job records in Oxaion and Excel.
• Verify purchase orders and ensure quoted pricing aligns with invoiced amounts.
• Respond promptly to customer inquiries, concerns, and requests via phone, email, and in person.
• Resolve customer complaints and issues or escalate them to the appropriate resources when necessary.
• Perform customer verifications and manage customer accounts.
• Record customer interactions, inquiries, complaints, and actions taken.
• Coordinate with internal departments to support customer requirements and issue resolution.
• Follow up on customer interactions, open quotes, and special projects.
• Review customer-supplied information using MI-5 CAD/CAM software.
• Utilize Oxaion for order processing, scheduling, planning, and customer, supplier, and material management.
• Develop and maintain positive working relationships with customers.
• Assist with special projects and perform additional duties as assigned by the Operations Manager.
• Handle diverse tasks in a fast-paced environment with frequent interruptions while maintaining service quality and accuracy.

Skills:

The required communication skills enable the Customer Service Associate to clearly and effectively interact with customers, ensuring their needs are understood and addressed. Proficiency with CRM software and basic computer applications supports efficient management of customer data and tracking of service interactions. Problem-solving skills are essential for diagnosing issues and providing appropriate solutions or escalating when necessary. Preferred skills such as bilingualism enhance the ability to serve a diverse customer base, improving accessibility and satisfaction. Additionally, knowledge of conflict resolution techniques helps in managing difficult situations calmly and professionally, contributing to positive outcomes and customer retention.