Customer Service Representative

Job Description

Job Description

Objective: To be the main point of contact to the outside world. To provide information courteously and professionally to establish long-term relationships while setting customer expectations, resolving potential issues, and delivering exceptional customer service.

Roles and Responsibilities

• Monitoring program execution and needs.
• Successfully assist existing programs.
• Order entry into ERP system.
• Use tool kit to expedite answers for customers on project progress.
  • Capacity planer
  • WIP Tracker
  • Weekly Shipments
  • RMA Tracker
• Communicate program progress (inventory levels, shipments quantities, projected delivery dates, and delays) with customer.
• Achieves and maintains rapport with customers and works to give them exceptional service.
• Acquires forecasts from customers and reconciles with open purchase orders to look for gaps.
• Acts as inside sales rep to inquiries about additional orders or other opportunities.
• Provide timely feedback from customers to internal team members.
• Use ERP system to provide support, reports, and metrics for customers.
• Detailed update of customer communications and next actions to be performed daily.
• Progress reports and weekly action plan to be presented weekly in Sales meeting.
• Triage customer issues, resolve customer complaints by investigating problems, developing solutions, preparing reports, and making recommendations to management for current and future state.
  • Track issues and resolution

KPI:

• Time to process customer orders. 
• Customer retention rate.
• Customer satisfaction index.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, talk and/or listen. The employee is frequently required to use hands to handle or feel. The employee is occasionally required to reach with hands and arms. The employee is occasionally required to climb or balance, stoop, kneel, crouch and/or crawl. The employee must also occasionally lift and/or move up to 25 pounds. Specific vision abilities include close vision and color vision. Ability to solve practical problems and deal with a variety of concrete and abstract variables in situations where only limited standardization exists. The noise level in the work environment may range from low, moderate to loud.

Education, Skills and Experience:

• High school diploma or GED required.
• Minimum 2 years’ experience in customer service.
• Manufacturing Experience
• Good oral and written communication skills.
• Strong computer skills including Excel, Outlook, and Word
• Strong ERP/MRP system skills.
• Strong math skills.
• Excellent organizational skills and attention to detail
• Ability to work independently and collaborate with a team.
• Understand and abide by all company policies and procedures: including professional dress code, punctuality, attendance etc.