Customer Service Representative

The Customer Service Representative is the primary point of contact for our customers. As a member of a team responsible for providing value to our customers, growing sales, and managing the flow of information between customers and operations, the successful Customer Service Representative efficiently processes customers’ requests including processing orders and troubleshoot problems when they arise. This customer service representative exhibits the ability to work independently and with others in an open and ethical manner, interacts effectively with Office personnel, outside Sales Managers, Product Development and Operation members. Assist and manage the coordination of Customer quotes, orders, returns, claims and inquiries in general. Must be detail oriented, organized, able to multitask, manage priorities, and produce accurate and complete reporting.

RESPONSIBILITIES:

• Receive and process customer orders while screening information for accuracy and completeness

• Manage these orders throughout the manufacturing process advising customers and Sales Managers of any delays, and provides alternatives to ensure customer expectations are fulfilled

• Manage customer releases and ensure delivery dates are met

• Confirms delivery dates to customers and Sales Managers within 24 hours of receipt of order

• Works in close partnership with Sales Managers, Product Development and operations to answer questions, handle complaints and ensure customer satisfaction through receipt of orders, production specifications, pricing and delivery of materials

• Follows procedures and processes to ensure that customer requirements are met, and provide feedback and opportunities for improvement to appropriate internal departments

• Supports request for quote process

• Develops and tracks customer information regarding, product, price, terms, shipping instructions and other key data

• Exhibits the ability to provide and manage information as required including sales analysis, sales forecast, and product requirements

• Consistently interacts and provides feedback with Production and Sales to ensure information exchange

• Preparation of Shipping Documents

• Answer questions regarding status of production orders to customers and Sales Managers

• Learn business practices as required to maintain and support ISO Certifications by the business

• Handle commercial coordination of claims process.

• Continually evaluates policies and procedures to determine new, improved and streamlined approaches to better serve customers" needs

• Perform other related duties as assigned