Customer Service Representative (Manufacturing)

Job Description

Job Description

Job Title: Customer Service Representative

Employment Type: Full-Time
Location: Kings Mountain, NC
Pay:$20.00-$22.00
Schedule: 8am-5pm

Job Summary:

We are seeking an experienced and customer-focused Customer Service Representative to provide effective service and support to internal and external customers. This position requires strong knowledge of company products and programs, excellent communication skills, and the ability to work closely with multiple departments to ensure customer needs are handled accurately and efficiently.

Key Responsibilities:

• Provide timely and accurate information regarding customer orders, order status, and product inquiries

• Process customer orders, changes, returns, and credits according to established policies and procedures

• Work closely with Accounts Receivable to resolve disputed credit items

• Respond to customer inquiries regarding orders, shipments, freight information, and pricing

• Forward technical inquiries to the appropriate department

• Communicate customer concerns and service issues to the appropriate team members

• Partner with the Sales team to meet customer service expectations

• Maintain accurate and up-to-date customer information and records

• Receive and appropriately route complaints regarding billing or services

• Escalate significant customer issues to management when necessary

• Provide coverage and support for other team members during absences or periods of increased workload

• Perform additional duties as assigned

Required Qualifications:

• High school diploma or GED

• 2–4 years of proven Customer Service Representative experience in a call-center environment

• 2–3 years of ERP system experience

• Proficiency with Microsoft Office, including Outlook, Excel, and Word

• Excellent verbal, written, and grammar skills

• Strong customer-service and customer-satisfaction focus

• Proven problem-solving and analytical skills

• Excellent time-management and prioritization skills

• Ability to work independently and remain self-motivated

• Strong teamwork and collaboration skills

• Ability to demonstrate accountability and focus on company goals

Preferred Qualifications:

• Previous experience using SAP

• Experience handling customer orders, returns, credits, shipping, and freight inquiries

• Experience working cross-functionally with Sales and Accounts Receivable teams

• Bilingual (English/Spanish) preferred but not mandatory

Core Competencies:

Customer Service, Call Center Operations, Order Processing, Customer Relations, ERP Systems, SAP, Microsoft Office, Problem Solving, Communication, Order Management, Customer Satisfaction, Time Management, Teamwork, Account Management, Data Accuracy

The original description also specifies that this is a professional office environment using standard office equipment and requires regular communication plus frequent sitting, standing, walking, reaching, and use of the hands.

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