Customer Service Assistant

About the role

The Customer Service Assistant acts as a liaison between customers and AEM to positively impact customer satisfaction by resolving issues and increasing sales. This role involves daily voice and email communication with clients, collaboration with internal teams, and maintaining strong customer relationships.

Responsibilities

• Place calls to customers with orders in house to maintain contact, provide quotes, and give status updates.
• Reach out to potential customers and those without current orders to establish/maintain contact, share information about AEM, and encourage future business.
• Receive and resolve customer calls and emails regarding questions, concerns, or issues.
• Ensure quotes and time frames for new and existing orders are coordinated with internal teams to convey consistent and accurate information.
• Prepare and run rush lists in collaboration with customer sources and report priorities to production.
• Assist AEM outside sales staff as needed.
• Visit customers and/or potential customers when requested by Senior Sales Management.
• Establish and maintain strong working relationships with all internal and external customers.
• Document all customer interactions and activities accurately and in a timely manner.
• Prepare bi-monthly activity reports for customers.
• Maintain status sheets for production and repair order customer reports.

Requirements

• 6 months to 2 years of customer service experience (preferred).
• High School Diploma or equivalent.
• Familiarity with operating a desktop PC to manage daily tasks.