Customer Service Representative

Customer Service Representative

Grand Rapids - Grand Rapids, MI 49505

Overview

Salary Range $55,000.00 - $65,000.00 Salary Position Type Full Time Category Customer Service

Description

Who is Sur-Seal?

At Sur-Seal, we simplify engineering and supply chain to solve our customers' sealing challenges. For over 50 years we've been designing, sourcing and manufacturing sealing products for OEM customers across multiple industries. We embrace the idea that each customer challenge is unique and pride ourselves on helping them find the right, unique solution.

Our customers value our expertise in global sourcing, supply chain, sealing engineering, and precise manufacturing. We earn our customers' loyalty because we are reliable and responsive to their needs. We have a formula that works, and our growth is accelerating. Sur-Seal's purpose is to make the world safer, brighter, and cleaner. We are a leader in the design and development of sealing solutions for numerous industries including lighting, HVAC, and healthcare.

What is the objective of the Customer Care Representative role at Sur-Seal?

The Customer Care Representative will work cross-functionally within the company to manage and develop all aspects of the assigned customer accounts while delivering excellent customer satisfaction.

Who is the ideal candidate?

The Customer Care Representative must be a highly driven, customer-focused professional, with excellent communication skills. This individual will also be a consummate team player and collaborator, working cross-functionally throughout the organization to problem solve unique customer situations as they arise. The ideal candidate will also be very organized and detail-oriented with the ability to remain calm under pressure. Most importantly, the ideal candidate will clearly demonstrate the 3 core values that define Sur-Seal: Caring, Curious, and Courageous.

Essential Accountabilities of the Customer Care Representative:

• Reviewing and managing customer orders.
• Acknowledging customer orders within 24 hours of receipt of PO.
• Committing to specific ship dates to our customers through a decision process that includes the following factors: inventory level, revision level, stocked/non-stocked, raw material availability, available production capacity, etc.
• Leading cross-functional discussions when acknowledge order date is beyond customer requirement.
• Communicating customer part obsolescence internally and coordinating actions to recoup as much potential loss as possible.
• Reviewing daily shortfall report, communicating internally and working with customers regarding possible changes to delivery date.
• Prioritizing production backlog for top customers.
• Managing customer expedites with production/purchasing and communicating status to customer. Analyzing and making decisions on options with consideration to cost, lead time, risk to other customers, etc.
• Investigating discrepancies with 3PL and internal processes to maintain inventory accuracy.
• Following up with customer regarding on-hold orders so revenue can be realized.
• Leading communication of quality issues, ensuring resolution to the customer.
• Identifying and improving Customer Care processes.
• Partnering with Mexico Customer Service Representative to coordinate and expedite U.S. shipments not from 3PL warehouse
• Developing and maintaining relationships with customers that facilitates open dialogue on Sur-Seal perception and performance.
• Visit customers site as needed to develop and grow relationships.
• Leading cross-functional teams to solve business issues directly affecting customers.

Qualifications

Competencies, Skills and Experience

• 3-5 years of related customer service experience in manufacturing, required
• Business to business experience, preferred
• Experience with high volume/SKUs, preferred
• Exhibits ability to be proactive and to multi-task
• Demonstrates a high degree of professionalism in written and oral communication skills
• Demonstrates analytic abilities
• Bachelor's Degree in business administration, preferred

Sur-Seal reserves the right to change or add duties to this position as long as the changes and/or additions are consistent with the job classification.