Customer Service Representative

About the role

In our 'always on' world, we believe it's essential to have a genuine connection with the work you do. The Customer Service Representative is responsible for cultivating customer relationships for current/potential customers by utilizing excellent knowledge of Cable Exchange products, capabilities, as well as CRM processes, and procedures.

Responsibilities

• Accountable for customer service as related to serving customer orders from the point of sale up to and including the time the order ships and invoices.
• May include, but is not limited to, order input, order scheduling, expediting, tracking, finding, and coordinating alternative materials as necessary, and in general any aspect of meeting customers’ needs.
• Follows developed procedures pertinent to the effective and efficient operations of Customer Service and develops new procedures as necessary.
• Maintains in-depth knowledge of the Company’s systems and processes and participates in the development of same.
• Facilitates order management from order receipt through invoicing to the customer utilizing a thorough understanding of supply chain capabilities and status.
• Assists in resolving customer issues by utilizing excellent company process knowledge and strong skills in negotiating and selling.
• Develops knowledge of Cable Exchange and relevant CommScope products and their functionality and utilizes such knowledge to service internal and external customers, business partners, and sales organizations.
• Provides customers with product literature and documentation when necessary or appropriate.
• Reports and manages daily sales/production reports and metrics.
• Performs various functions involving order management such as handling inbound/outbound calls to and from customers, business partners, and sales organizations regarding order entry, order confirmations, order acknowledgments, order change notifications, and website inquiries, among other incidental tasks and duties.
• Provides support and backup assistance to peers.
• Communicates with the Sales and Planning organization to anticipate projects, completion timetables, and potential scheduling issues.
• Identifies opportunities to improve efficiency and enhance customer satisfaction and appreciation.
• Participates in ongoing product, process, and business skills training.
• Develops and maintains constructive and cooperative working relationships with customers, prospects, colleagues, and supervisors and maintains them over time.
• Supports and participates in overall business development activities of the company.
• Develops, updates, and improves communication methods and tools.

Requirements

This is an onsite role in Shakopee, MN requiring all 5 days in the office each week.

Qualifications

• Three or more years of customers service or sales support experience.
• Experience in Microsoft Programs (outlook, Excel, word, etc.).
• Experience with an ERP system is preferred (SAP).
• High level of multiple tasking and organizational skills.

Skills

• Familiar with copper and fiberglass.
• Knowledge of foreign currencies (CAD).
• Experience working in a fast-paced environment.
• Positive attitude.

Benefits

Depending on experience, the range can be higher for candidates with exceptional experience and a demonstrated history of successful performance. The expected salary range for this position is $52,600 - $64,000 based on hired level and experience. The candidate will be rewarded with a comprehensive benefits package, including medical, dental, and vision plans, life and accidental death insurance, a 401(k) plan, and participation in the Company’s Incentive Plan. Candidates starting with the Company will be eligible for eleven paid holidays in a full calendar year, two weeks of paid vacation (prorated based on start date), as well as other leave options.