Customer Service Representative

Duties And Responsibilities

• Manage incoming calls.
• Enter customers' orders in ERP system accurately and efficiently.
• Create RMA’s, enter credits, and update data in ERP system.
• Work closely with the Production Scheduler to determine new ship dates for customers.
• Work with freight carriers to schedule pickups or track shipments.
• Identify and assess customers' needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Handle customer complaints, provide appropriate solutions and alternatives within time limits, and follow up to ensure resolution.
• Follow communication procedures, guidelines, and policies.
• Engage customers by taking the extra mile.

Qualification And Skills

• High School Diploma or Associate's Degree preferred.
• Proven customer service experience (3+ years) in a manufacturing environment.
• Track record of over-achieving sales targets and call handling quotas.
• Strong phone contact handling skills and active listening abilities.
• Comfortable working in both team and individual environments.
• Knowledge of price structures, Bill of Materials (BOM), Part Numbers, Unit of Measure, Weights/Dimensions.
• Familiarity with Customer Relationship Management (CRM) systems and practices.
• Familiarity with Less Than Truckload (LTL) carriers, UPS, and FedEx.
• Customer orientation and ability to adapt/respond to different types of problems.
• Excellent communication and presentation skills.
• Ability to multi-task, prioritize, and manage time effectively.
• Proficiency in Excel and creating spreadsheets.
• Ability to learn and understand our products and components.
• High energy and multitasker required.
• Enjoys working in a fast-paced manufacturing environment.

We are an Equal Opportunity Employer and do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation.