Customer Service Representative

Position: Customer Service Representative Location: Cleveland, OH Job Id: 145 # of Openings: 1 Monarch Steel Company, Inc. is a leading provider of hot rolled, cold rolled, and galvanized steel products. The customer service representative serves as liaison between the company and its customers, assisting with order placement, order changes, order status, and shipment scheduling. The role also involves responding to product and service questions from customers, Account Executives, Inside Sales Representatives, and other sources. The incumbent has direct responsibility for several accounts within the company. Benefits 401(k) with Company Match Retirement Plan Health Insurance Dental Insurance Vision Insurance Accident, Hospital Indemnity, & Critical Illness 50k Company paid Life AD&D Insurance Life insurance Disability Insurance Employee Assistance Program Tuition Reimbursement Program Referral bonus Program - up to $1000 Steel Toe Subsidy Prescription Safety Glasses Allowance Vacation & Personal Time Off Holiday Pay – Includes a Floating Holiday Essential Duties and Responsibilities Embraces the 1 T.E.A.M culture. Effectively communicate with Account Executives, Inside Sales Representatives, customers and vendors (as requested) to establish and maintain strong professional relationships to increase sales. Investigate and resolve customer complaints/needs as they arise and in a consistent manner. Monitor and maintain various reports and files, including contract performance, inventory, customer contact list, approved supplier list and shipping logs. Creation and data entry of sales order verifying all customer specifications, costing, and packaging is accurate. Forecast anticipated customer needs/orders/inventory by volume on a monthly and annually basis. Track material and issue processing orders processed at our facilities or with other facilities to guarantee on time delivery to customers. Manage customer requirements using PRP system for PO blanket release driven accounts. Stay up to date with market trends, including monitoring market conditions and competitors' services, prices, and sales. Responsible for generation and distribution of reports. Reviews accounting/invoicing with appropriate customer and/or internal departments for accuracy. Manage and complete new quotes and re-quotes as requested from Account Executive. Other responsibilities and duties as assigned. Knowledge, Skills, and Abilities Knowledge of administrative and clerical procedures and systems such as CRM, word processing (Microsoft office suite), managing files and records, designing forms, and other office procedures and terminology. Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Independent problem-solving and decision-making, using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Strong verbal and written communication in order to provide information to co-workers and customers by telephone, in written form, e-mail, or in person. Ability to develop and/or create new relationships, continued ability to communicate understanding and empathy during difficult situations as they arise. Strong organization, planning, and multi-tasking, time management and prioritizing skills. Willingness to learn and ask questions as needed. Education Requirements High School Diploma or GED required Associates or bachelor’s degree in related field, preferred. One to three years of previous customer service experience Related industry knowledge, a plus. Physical Demands and Work Environment The noise level in the work environment is usually low to moderate. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee will occasionally lift and/or move up to 25 pounds. Specific vision abilities required include close vision, peripheral vision, depth perception, and the ability to adjust focus. Note The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills associated with the position. The company is an Equal Opportunity Employer and complies with ADA regulations as applicable. #J-18808-Ljbffr