Customer Service Representative

Customer Service Representative

3 Month Contract

Location: Dallas, NC 28034

Position Type: Contract, 3 Months

Job Summary

The Customer Service Representative is responsible for managing customer relationships and ensuring that customer needs are met in a timely and efficient manner. This includes being the primary point of contact for all customer communications pertaining to commercial activities, collaborating with the sales team. The Customer Service Representative also coordinates with the Operations and Quality Departments to ensure that orders are produced and completed within the confirmed lead times.

In short, the Customer Service Representative plays a critical role in maintaining and growing customer relationships, ensuring customer satisfaction and contributing to revenue growth.

Duties/Responsibilities

• Act as the primary point of contact between customers and internal teams, ensuring transparent and timely communication on all order management related matters, while building strong, trusting relationships and gathering insights that contribute to ongoing improvements in service delivery
• Uphold regular communication channels, successfully addressing any questions or concerns to enhance customer satisfaction and trust
• Maintain updated client price lists, communicating any adjustments to Business Development Managers (BDMs) and other relevant departments to avoid discrepancies
• Complete costing for existing items for increased quantity or updates to benchmarks
• Manage customer purchase orders from receipt through to the confirmation ship date, overseeing that all project timelines are adhered to and proactively addressing potential delays
• Work closely with the operations/production teams to meet delivery expectations, ensuring all stakeholders are kept informed of progress and any challenges
• Review customer forecasts and analyze sales performance trends, collaborating with internal stakeholders to adjust resources and production capacity as needed
• Attend and actively participate in production planning meetings, facilitating alignment across internal departments such as Product Development (PD), Production, Quality, and Sales
• Collaborate with PD and Production Planning teams to ensure seamless transitions from development to production phases, meeting all timeline objectives for product launches and projects with any evolutions/changes
• Conduct weekly check-ins with Sales and PD to evaluate project progress and prepare for upcoming pipeline requirements, adjusting resources or priorities as necessary
• Gather and analyze customer feedback regularly, report insights internally to improve project outcomes and strengthen client relationships overall
• Delegate customer complaints according to the SOP, ensuring issues are appropriately prioritized and resolved with timely communication back to the customer
• Partner with BDMs to explore potential new business opportunities, actively contributing to lead generation, relationship building, and the nurturing of a robust sales pipeline
• Other duties as assigned

Required Skills/Abilities

• Excellent organizational skills and attention to detail
• Excellent written and verbal communication skills
• Proficient in Microsoft Office Suite or similar software

Education and Experience

• Bachelor's degree in business or marketing is preferred
• 2-3 years of customer service experience in the broader industry
• Excellent written and spoken communication skills
• Exceptional multi-tasking, organizational, and project management skills; disciplined

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer
• Must be able to access and navigate the production facility
• Must be able to lift 15 pounds at a time