Customer Service Representative

Job Description

Job Description

The Specialty Mfg. Co. is a vertically integrated company offering the industrial and manufacturing sectors a one-stop-shop solution for products, machining, molding, and light assembly. From stock items to the design and production of custom parts and machinery, our five divisions provide the solutions and support you need every step of the way.
We are seeking an experienced Customer Service Representative to join our team in White Bear Lake, MN. The Customer Service Representative will be responsible for enhancing client relationships through accurate and prompt service

Essential Job Duties

• Be the process leader and knowledge resource for Customer Service Team
• Own the order life cycle through current enterprise resource planning software
• Support sales and business development initiatives.
• Resolve billing issues by collaborating with customers, finance, and sales managers
• Prepare and send quotes to customers and prospects.
• Resolve product or service problems, troubleshooting as necessary, and escalating or expediting to ensure a prompt resolution.
• Provide product or service information to existing customers and prospects.
• Keep records of customer interactions, process customer accounts, and update customer records, as necessary.
• Ability to gain knowledge of and understanding of company's products and services.
• Work with price lists, credits, debits, and freight disputes.
• Communicate and collaborate with internal teams (sales, finance, production, quality, and shipping) to ensure customer’s requirements are met, and to resolve customer complaints.
• Own customer communication and follow-up for manufacturing delays impacting ship dates, proactively notifying customers, coordinating updates with internal teams, and ensuring timely communication of revised delivery expectations.

Qualifications
Education:

• Required: High School diploma or GED
• Preferred: Associate or bachelor’s degree in business, Marketing, or related field

Experience:

• 7+ years general working experience
• 5+ years customer service or sales experience
• Preferred: Experience in B2B within manufacturing or industrial environment

Preferred Skills:

• People management experience
• Conflict resolution skillset. Helping everyone win.
• Strong interpersonal, verbal, problem solving, and written communication skills.
• Technical aptitude and attention to detail.
• Strong organizational skills with ability to multi-task, prioritize, and manage time effectively
• Basic understanding of business math principles.
• Professional proficiency with Microsoft Office products
• Customer orientation and ability to adapt/respond to diverse types of personalities, and the ability to de-escalate potential upset customers.
• Experience with enterprise resource planning software (Epicor, etc.)

Compensation and Benefits
Expected Compensation Range: Hourly, non-exempt- $23-$30
Specialty Manufacturing is providing the compensation range that the company, in good faith, believes it might pay and offer for this position, based on the successful applicant’s education, experience, knowledge, skills, and abilities.
Specialty Mfg. provides a comprehensive suite of benefits including, but not limited to:

• Medical
• Dental
• Vision
• STD/LTD
• Life Insurance
• Profit Sharing
• Paid Vacation and Wellness Benefits

Specialty Mfg. operates an onsite work environment where employees are expected to work in the office 5 days per week.

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