Customer Service Representative

About the role

AZZ Inc. is a leading provider of specialized products and services designed to meet the unique needs of industrial markets worldwide. With a rich history spanning several decades, AZZ has established a strong reputation for innovation, quality, and customer satisfaction. At AZZ, our culture is defined by trust, respect, accountability, integrity, teamwork and sustainability (“TRAITS”). We are dedicated to our employees by fully training and equipping them and providing a safe environment to grow personally and professionally.

Responsibilities

• Confer with customers by telephone or in person at the plant to provide information about their order, take orders and/or obtain details of complaints.
• Keep records of customer interactions and transactions; record details of inquiries, complaints, and comments, as well as actions taken.
• Check to ensure that appropriate changes were made to resolve customers’ problems.
• Contact customers to respond to inquiries or to notify them of order status.
• Refer unresolved customer grievances to management for further investigation.
• Determine charges for services requested, collect payments or arrange billing.
• Answer customers’ questions about pricing, turnaround time and available services.
• Prepare estimates that address the customers’ needs.
• Address credit or contract terms, warranties, ship dates and anticipated delays.
• Monitor market conditions and competitors’ prices and services.
• Obtain customers’ names, addresses, billing information, product numbers, and specifications of items to be processed and enter this information on order forms and shipping documents.
• Verify customer and order information for correctness, checking it against previously obtained information as necessary.
• Assist shipping department and prepare/ships orders to designated locations.
• Review orders for completion and inform customers accordingly.
• Attempt to sell additional services to prospective or current customers by telephone.

Requirements

• 2–3 years’ experience in office administration.
• Proficient in all Microsoft Office applications (Excel, Outlook, Word).
• Excellent verbal and written communication skills.
• Prior knowledge of Oracle preferred.
• High School Diploma or equivalent required.