Customer Service Representative

Job Description

Job Description

The Ideal Tridon Group comprises a family of brands that support, secure, and connect the movement of air, fluid, and electricity in critical applications. With over 100 years of proven quality and a strong culture of service, we are the worldwide leader in clamps, strut, hose supports, conduit, fittings, and coupling solutions. Our products are engineered to meet the highest standards across a range of industries, and our commitment to innovation, reliability, and customer support ensures we’re ready to meet the demands of today and tomorrow. At the Ideal Tridon Group, connections aren’t just what we make—they’re the heart of everything we do.

We are seeking a Customer Service Representative for our Auburn Hills, MI Office.

We are looking for a high energy, multi-tasker customer-oriented service representative that has experience working in a fast-paced manufacturing environment. This Customer Service Representative (CSR) will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. This CSR will also work closely with the Production Scheduler to determine new ship dates for Customers. Problem-solving comes naturally to this customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Duties and Responsibilities:

• Manage incoming calls.
• Enter customers orders in ERP system accurately and efficiently.
• Enter Credits, create RMA’s, update data ERP system.
• Ability to learn our products and understand how they work.
• Work closely with the Production Scheduler to determine new ship dates for customers.
• Work with Freight carriers to schedule pick ups, or follow-up on tracking.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid and complete information by using the right methods/tools.
• Meet personal/customer service team sales targets and call handling quotas.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Follow communication procedures, guidelines and policies.
• Take the extra mile to engage customers.

Qualification and Skills:

• High School Diploma is required or Associate's Degree is preferred.
• Proven customer service (3+ years), preferably in a Manufacturing environment.
• Track record of over-achieving quota.
• Strong phone contact handling skills and active listening.
• Must be comfortable working in a team environment as well as individually.
• Knowledge working with price structures, BOM’s, Part #’s, Unit of measures, Weights/dims.
• Familiarity with CRM systems and practices.
• Familiar with LTL carriers, UPS/Fed Ex.
• Customer Orientation and ability to adapt/respond to different types of problems.
• Excellent communication and presentation skills.
• Ability to multi-task, prioritize, and manage time effectively.
• Proficient in Excel & creating spreadsheet.
• Ability to learn our products and components.
• High energy & Multitasker a must.
• Enjoys working in a fast-paced manufacturing environment.

An Equal Opportunity Employer

We do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.