Customer Service Representative

About the Role

Maintain effective customer relations through prompt and efficient service, exercising judgment necessary to process customer orders, work with customers on forecast accuracy, and schedule delivery. Serves as liaison between customers, sales reps, production, and shipping personnel. Occasional overtime and schedule flexibility may be required.

Responsibilities

• Create detailed specs and print cards for parts according to ISO procedures
• Create or obtain quotes as needed
• Process and distribute orders received from customers via phone, fax, email, or company personnel
• Make changes to or cancel orders/backorders and communicate changes to the team
• Inform customers of prices, shipping dates, anticipated delays, and any additional information needed
• Receive, investigate, and respond to all customer inquiries regarding shipments, products, and complaints by implementing ISO procedures
• Create purchase orders for necessary materials
• Compile statistics and prepare various reports for management
• Maintain customer files
• Assist with answering house phones as needed
• Other duties may be assigned to meet business needs

Requirements

• Two (2) year degree or three (3) years of relevant customer service experience, or an equivalent combination of education and experience
• Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, common fractions, and decimals
• Self-motivated with a strong drive to achieve results

Skills

• Strong communication, planning, and organization skills
• Capability to read and interpret documents such as design specs and related ISO documents
• Mathematical ability to calculate figures and amounts such as percentages, costs, and proportions
• Excellent phone etiquette
• Strategic thinking and problem-solving with a customer-first focus
• Proficiency with MS Office products and other computer software
• Ability to multi-task, work independently, and prioritize workload in a fast-paced environment

Work Environment

This role is primarily performed in an office environment within a manufacturing plant using corrugated paper. Employees may occasionally be exposed to dust, odors, and noise when in the shop area.

Physical Demands

• Regularly required to walk, talk, hear, stand, and sit
• Communicate via telephone and computer
• Vision requirements include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus