Senior Customer Service Representative

POSITION PURPOSE/MISSON

Provide exceptional service to external customers by working with internal departments to ensure customer requirements are met via effective communication streams and accurate representation in all systems.

What you'll need

• Associate’s Degree or Technical School Diploma or a combination of education and experience
• Three plus years’ customer service experience
• Ability to organize and prioritize requests made from internal and external customers
• Ability to solve problems and make sound decisions
• Excellent verbal and written communication skills
• Leadership skills demonstrated in a one-on-one, project, or team setting
• Demonstrated ability of setting and achieving individual and project team goals
• Ability to handle multiple tasks and prioritize simultaneously in a fast-paced environment
• Strong analytical skills to gather data from multiple sources and report findings
• Strong interpersonal and relationship building skills with internal and external customers
• Proficient in the basic features of Microsoft Office products (Word, Excel)
• Willingness to travel as needed

Preferred experience

• Bachelor’s Degree in Sales/Marketing or a related degree
• Three plus years’ related-industry experience in sales support or customer service
• Experience with ERP systems, preferably Oracle
• Experience in an organization with ISO/Quality System Requirements
• Familiar with Continuous Improvement methodology (e.g. Six Sigma and Lean Manufacturing)
• Interest in leading or supervising others
• Demonstrated ability to proactively follow-up quotes with the outside sales and the customer to earn new business
• Proficiency in the advanced features of Microsoft Office products

What you'll do

• Proactively support the customer order process and maintain accurate information in an ERP system for quotations, inquiries, orders, pricing, lead-times, and daily outgoing shipments ensuring terms and conditions are followed
• Provide process training and guidance to other Customer Service Representatives
• Provide support in areas such as disposition of nonconforming material and offering alternative solutions to non-standard procedures
• Provide accurate order status and clear communication/expectations to customers on production dates
• Work closely with shipping to expedite orders to ensure on time delivery expectations are met while minimizing aged inventory
• Direct shipping management systems, including creation of pick lists, ASN’s, invoices, and other shipping documents
• Implement long-term enhancements that provide improvements to the shipment workload and ensure accuracy and sustainability of these processes
• Communicate directly with customers at the plant or business level regarding customer scheduling, purchasing and logistics
• Manage key customer accounts to stay involved with the order fulfillment process
• Develop strong working relationships and collaborate with internal and Field Sales, production planning, operations and other functional areas of the business to meet or exceed customer demands and requirements
• Represent the Voice of the Customer to ensure that their requirements are addressed including product specifications, quality objectives, on time delivery, training, etc
• Resolve customer concerns, issue return-goods authorizations, and initiate credit memos
• Lead and/or support Continuous Improvement projects, training, and meeting customer service goals
• Communicate to Field Sales and management regarding any notable customer/market activity
• Monitor and report the department’s key performance indicators
• Perform basic analytics for customer communication, including quoting, ordering, scheduling and shipping

Benefits

• Comprehensive health, dental, and vision benefits
• 401(k) plan that includes employer matching and profit sharing
• Company-paid life insurance
• Disability coverage
• Paid time off (PTO)