Customer Service Representative

Customer Service Representative

This is a hybrid role based in Mount Laurel, NJ.

Reports To: Regional Operations Manager

Position Summary: This position is responsible for providing focused support to our dealerships and internal departments within an assigned regional territory. Acting as liaison between dealers, Teknion Sales and Corporate facilities, the Customer Service Representative manages order requirements during production, while balancing the best interests of both client and Teknion. The Customer Service position requires multi-tasking and critical thinking skills with a keen ability to handle diverse personalities while working in a collaborative environment.

Essential Job Duties and Responsibilities:

Oversight of Orders through the Manufacturing Process:

• Responds to all manufacturing clarification questions in an expeditious manner to ensure orders are not stopped in production.
• Manages delay notifications (DN's) and escalate when deliverables fall out of established timeline for installation. Analyses level of urgency and makes recommendations for additional freight expenditures, obtaining management approval as necessary.
• Ensure delivery schedules are submitted within posted Logistics guideline while negotiating with shipping to meet the dealer's arrival needs for critical shipments.
• Maintains awareness of Change Orders for potential impact to Delivery Schedules and modify schedules accordingly.
• Provides consulting support on LTL Shipments.
• Monitors all back-orders for timeliness of shipping while determining the level of importance for shipping requirements.
• Provides factual details to management for their engagement on escalation needs.
• Alerts and communicates issues with Teknion Sales when appropriate for project specific orders they are involved with.

Management of Daily Workflow:

• Reviews Open Order Log weekly to ensure all orders are shipping on time. Research and resolve discrepancies.
• Manages SOKL (Set of Keys Alike) key report and confirm Customer's Own Materials (COMs) are received.
• Ensures a steady movement of workflow in a shared-team environment department email box. Determines and prioritizes urgency levels.
• Demonstrates sound decision-making recommendations. Adheres to processes and procedures as guidance to ensure company profitability, while showing flexibility to help solve customer issues.
• Support dealer order-in questions and show guidance to customers on pre-order and/or claim processes.
• Establish backup and cross training for seamless transition during non-planned absences and vacation(s).
• Maintain product knowledge: Review and be familiar with all marketing memos, Attend all product launch training sessions. Understand where and how product is produced within the Teknion facilities.
• Supports other departments with suggestions, guidance and assistance on issues not necessarily pertaining to an order associated to the region.
• Prompt, reliable and regular attendance.
• Other duties as assigned.

Experience, Skill and Educational Requirements:

• Associate's degree or higher preferred
• 3-5 years Customer Service Experience necessary
• Related Industry Experience a plus
• Proficient in the complete Google Suite offering along with Word , Excel , Power Point
• Excellent written & verbal communication skills for diverse audiences
• Ability to analyze and develop alternate solution recommendations
• Detail and multi-task-oriented team player