Customer Service Rep I

Location: 131 Franklin Park, Youngsville, NC 27596

Pay: $18/hour–$22/hour, day shift, overtime as needed, benefits starting on day one

About the role

A customer service representative who makes it a priority to ensure customers have the support they need.

Responsibilities

• Provide customer service support by telephone, fax, or email by obtaining, analyzing, and verifying the accuracy of order information in a timely manner.
• Initiate and/or implement corrective action as needed to maintain an excellent standard of service and a high level of customer satisfaction.
• Identify and contribute to the generation of potential sales leads for the organization.
• Answer customer service calls within the first three rings.
• Receive, process, and verify the accuracy of orders from customers using the company’s internal CRM/Axapta mainframe system and customer purchase orders.
• Perform data entry and initiate required action for customer service requests, including order changes, maintenance of order/customer information files, and communication of changes to appropriate departments.
• Assist in proofreading entered orders to ensure correct codes are applied prior to final confirmation.
• Collaborate with the scheduling/production department to ensure requested orders meet customer expectations.
• Handle or refer complaints of product or service failure to the appropriate department for investigation.
• Conduct follow-up phone calls within 3 hours to respondents with concerns or questions.
• Prepare price quotations for items not contained in the price book.
• Work with other branch/regional locations to resolve problems, facilitate solutions, and enhance customer service offerings.
• Answer customers’ technical questions regarding products and services.
• Modify quote status once an order has been placed to ensure visibility and uniformity among the sales team.
• Attend regular customer service department meetings.
• Support and participate in the organization’s continuous improvement program and product training courses.
• Perform other related duties and provide back-up support to other group members as assigned by management.

Requirements

• Associate’s degree with 0–2 years of related glass and aluminum work experience highly preferred.
• Proven work experience in customer service.
• Prior professional office setting experience required.
• Experienced user of Microsoft Office suite.
• Ability to calculate discounts, interest, commissions, fractions, proportions, percentages, area, circumference, and volume.
• Ability to apply concepts of basic algebra and geometry.
• Prior data entry experience.
• Manufacturing background preferred.
• Must be able to multi-task, be organized, efficient, and accurate.
• Excellent communication (written and oral), interpersonal, conflict management, and time management skills.
• Strong listening skills and attention to detail in data collection are essential.

Benefits

• Immediate access to health, dental, vision, and life insurance benefits.
• Short- and long-term disability coverage for non-occupational illness or accident.
• 401(k) with 100% employer match, fully vested after one year.
• Health Savings Account (HSA) with employer match on both employee and family coverage, fully vested immediately.
• Trulite bears most of the cost of benefits.