Customer Service Representative

Customer Service Representative

Responsibilities

• Promote customer satisfaction in all aspects of Customer Service, following all policies and procedures
• Process all requests from customers in a timely manner so as to provide excellent service
• Become familiar with markets as they relate to Customer Service
• Place customer orders received by phone, e-mail, fax, mail; arrange for timely delivery
• Arrange for and expedite product shipments
• Report order status to customers and field sales
• Act as liaison between customer and plant personnel to expedite customer orders, respond to customer inquiries, and resolve customer issues
• Encourage customers to place system orders to include tapes, urethanes, primers and tools
• Achieve customer satisfaction by mastery of all customer service policies and procedures
• Increase customer knowledge of products through personal relationships
• Coordinate return material paperwork
• Work with Accounts Receivable to resolve issues related to re-bills, non-payments, return materials, credits and debits, invoices, etc.
• Communicate customer issues to management when appropriate
• Other duties which may be assigned by the Manager

Qualifications

• High school diploma required; college degree preferred
• 12 years of customer service experience preferred
• SAP experience highly desired
• Proficiency with Microsoft Office, order entry software, and email
• Effective interpersonal skills including the ability to develop and maintain effective working relationships with customers and employees
• Effective organization, time management, and problem-solving skills
• Ability to handle difficult people and stressful situations professionally
• Ability to work a hybrid schedule (4 days onsite, 1 day remote)