Customer Service Representative

Job Description

Job Description

Description:

The Manufacturing Customer Service Representative is responsible for managing assigned customer accounts and coordinating the entire order process from receipt to shipment. This role acts as the primary liaison for customers and collaborates closely with Sales, Production Planning, Quality, Shipping, and accounting teams to ensure accurate information is provided, issues are resolved, and customer satisfaction is achieved in alignment with Wolverine Industries’ goals and policies.

Essential Job Functions:

• Manage Customer Accounts: Oversee assigned accounts to ensure customer needs are met.
• Problem Resolution: Address product or service issues by clarifying complaints, identifying root causes, and recommending effective solutions, followed by follow-up to confirm resolution.
• Customer Needs Analysis: Gather and analyze customer information to better understand their needs.
• Team Collaboration: Contribute to team objectives by achieving related results as needed.
• High Volume Communication: Handle a substantial number of incoming calls and emails.
• Relationship Building: Foster sustainable relationships based on trust through open communication.
• Information Accuracy: Provide precise, valid, and complete information using appropriate tools and methods.
• Record Keeping: Maintain accurate records of customer interactions, process accounts, and file necessary documentation. 
• Adhere to Procedures: Follow established communication guidelines and policies.
• Customer Engagement: Go above and beyond to engage with customers effectively.
• Support Management: Work with the Customer Service Manager to ensure high-quality service delivery.
• Complaint Resolution: Address customer complaints through phone, email, mail, or social media.
• Other Duties: Perform additional responsibilities as assigned.

Required Qualifications:

• High school diploma or equivalent; college education preferred.
• 3-5 years of experience in customer service, order entry, inside sales, or account management.
• Strong written and verbal communication skills.
• Proficiency in Microsoft Office and strong computer skills.
• Ability to accurately enter and maintain detailed information.
• Capability to manage multiple accounts, deadlines, and shifting priorities.
• Professional communication skills with customers and internal teams.

Preferred Qualifications:

• Prior customer service experience in manufacturing, aluminum extrusion, metals, or a related industry.
• Associate degree or higher.
• Familiarity with CRM, ERP, or customer order management systems.

Knowledge, Skills, and Abilities:

• Strong customer service and relationship management skills.
• Exceptional attention to detail, organization, and documentation abilities.
• Effective problem-solving, conflict resolution, and negotiation skills.
• Capacity to manage multiple priorities and work efficiently under pressure.
• Adaptability, patience, and professionalism in interactions with customers and teams.
• Ability to develop comprehensive product and market knowledge.
• Understanding of manufacturing terminology, processes, and quality standards.

Essential Physical Functions:

• Ability to work on the production floor, when necessary, with exposure to dust, fumes, odors, loud noise, and varying temperatures.
• Must be able to lift 25 pounds. 
• Prolonged periods of sitting at a desk and working on a computer.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, age, gender identity or sexual orientation, creed, sex, disability, marital status, citizenship status, protected veteran status or any other characteristic protected by law.

Wolverine Industries is committed to providing equal employment opportunities and reasonable accommodation to qualified individuals with disabilities in accordance with applicable federal, state, and local laws. Employees or applicants who need accommodation to perform the essential functions of a job or to participate in the application or employment process should contact Human Resources. Requests will be reviewed on an individualized basis through an interactive process. Wolverine Industries will maintain the confidentiality of medical information as required by law and will not retaliate against any individual for requesting accommodation or exercising rights under applicable disability laws.