Customer Service Representative

Job Description

Job Description

Description:

** On-Site position Mon-Fri (in a manufacturing environment)

** This position does not qualify for any visa sponsorship

BENEFIT HIGHLIGHTS:

• Vacation and Paid Time Off
• (9) Paid Holidays
• Medical, Dental, Vision
• HSA/FSA
• Life Insurance and AD&D
• 401k with Employer Match
• Employee Assistance Program

SUMMARY:

The Customer Service Representative serves as a customer liaison by providing value-added services that help grow and support our business. This position is primarily conducted by telephone and e-mail, assisting with customer requests, concerns, suggestions, and complaints. The ideal candidate will use sound judgment in decision-making and problem-solving and will take ownership of customer issues. While the role is performed under general supervision and guidance, the ability to work independently is highly valued.

To perform this job successfully, the selected individual(s) must be able to satisfactorily perform each of the essential duties and job responsibilities listed below. Additional details listed below are representative of the knowledge, skill and/or or ability required to perform the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES

· Ensure that every customer experience meets quality standards as defined by the customer

· Handle all incoming and outgoing customer telephone calls in a courteous and professional manner.

· Coordinate the prompt handling of all customer service requests, including but not limited to order processing, delivery and/or lead time inquiries, returns, customer concerns, logistics coordination and more.

· Ensure timely responses to customers.

· Handle written correspondence received from customers and reply in a timely manner.

· Represent the customer in the resolution of all disputes and claims and in all dealings with suppliers.

· Identify and act on opportunities for upselling to customers when appropriate.

· Provide technical support on product selection and application.

· Participate in Continuous Improvement Teams in an effort to limit rework and improve services.

· Foster and operate in a continuous improvement environment.

· Perform other duties as assigned.

EDUCATION AND/OR EXPERIENCE

· Minimum of 5 years of previous Customer Service experience required.

· Associates and/or Bachelor’s Degree required.

QUALIFICATIONS

· Ability to work independently, be self-motivated, prioritize and execute work activities.

· Must be effective at resolving problems and handling stressful situations in a professional manner.

· Must possess excellent phone and computer skills.

· Must be detail oriented.

We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, national origin, sexual orientation, gender identity, genetic information, disability, protected veteran status or any other applicable legally protected characteristics.