Customer Service Representative

About the role

The Customer Service Representative at C.H. Guenther & Sons is responsible for engaging with customers on behalf of the company while providing an excellent experience. This role involves managing customer accounts, acting as a liaison to provide product information, resolving issues with accuracy and efficiency, and collaborating with multiple internal departments.

Responsibilities

• Manage daily customer service operations including order processing, order management, customer emails, price discrepancies, customer claims, and tracking shipments.
• Provide marketing and sales support; strategize with internal departments to identify customer needs to achieve high-performing goals.
• Collaborate with multiple internal departments; Distribution, Marketing, Sales, Research & Development, Accounting, to manage sales orders and resolve issues in a timely manner.
• Balance inventory of products with multiple plants to meet customer case fill rates.
• Answer consumer phone calls while providing product knowledge to resolve inquiries.
• Utilize spec sheets through the website portal.
• Manage customer portals; handle new order requests, order confirmations, cancellations, and changes.
• Contribute to process documentation to promote efficiency and effectiveness.
• Address customer incidents and communicate to the Customer Service team member for processing with the QA Team.

Requirements

• Education/Certifications: High school diploma or equivalent, with a college degree preferred.
• Experience: At least one year of customer service experience, with three years preferred. Previous experience in Manufacturing or Operations is a plus.

Skills and Abilities

• Knowledge of customer service principles and practices to elevate customer experience.
• Critical thinking and problem-solving skills to resolve escalated customer issues.
• Organizational and initiative abilities for time management; adaptability to a fast-paced environment.
• Clear, concise communication and active listening skills to provide accurate information both internally and externally.
• Ability to analyze and interpret daily reports.
• Experience using an ERP system, with SAP preferred.
• Strong skills with Microsoft Office; Word, Excel, PowerPoint, SharePoint.

Working Conditions and Physical Effort

• Light physical effort required such as standing, sitting, and walking in and around the office; reaching, climbing, and kneeling as needed.
• Utilizing fine dexterity, the ability to see, hear, and communicate with associates as well as others by utilizing professional etiquette.
• Work environment involves light exposure to physical risks, such as working around mechanical, chemical, and electrical hazards.
• Personal protective equipment, as defined by C.H. Guenther and Son, will be provided.

Benefits

• Health and disability insurance.
• Retail savings options.
• Flexible spending accounts.
• Employee assistance programs.
• Education assistance.
• Paid time off.
• Company-paid holidays.

Additional Information

For additional information about our company, visit www.chg.com.