Position Overview: The Customer Service Representative is responsible for coordinating daily communications with customers and performing administrative functions to support order fulfillment.
Primary Job Responsibilities:
- Efficiently manage customer requests and facilitate communication, both internally and externally, to ensure order throughput and customer satisfaction.
- Verify and convey accurate information such as order status, expediting options, delivery tracking and other customer inquiries regarding orders and general customer service.
- Provide timely resolutions to customers through various communication channels including but not limited to in person, over the phone, and via email.
- Collaborate with internal business partners to ensure customer’s expectations are exceeded for assigned and unassigned accounts.
- Ensure a high level of accountability and consistency in adhering to customer specific quality, processing, communication and turnaround requirements.
- Assist in administrative functions throughout the Customer Service department including order entry, planning, customer request and department initiatives.
- Develop comprehensive knowledge of the processes and services company performs to promote the company’s brand and capabilities across the industry.
- Conduct and take part in company tours, as well as periodically visit customers to build foundational knowledge of company’s customer base and their expectations.
- Contribute towards various non-routine responsibilities, projects and company initiatives, including ongoing support across logistics, customer service, and data planning functions.
- Take part in applicable ongoing training sessions and continuous process improvement programs and participate in periodic testing and performance evaluations.
Knowledge, Skills, Abilities:
- Must be a detail-oriented, organized, self-starting, and hardworking individual with excellent communication and genuine interpersonal skills.
- Must have critical thinking skills and the ability to develop solutions for complex situations.
- Ability to learn the fundamentals of special processing in the manufacturing of Aerospace and Defense components.
- Prioritize and efficiently complete tasks with consistency and accuracy, often under pressure and/or short deadlines.
- Ability to learn company’s processing turnaround requirements and be an advocate for order throughput.
- Develop and maintain a comprehensive understanding of company’s processing capabilities, as well as company’s Quality System, general procedures, and applicable industry standard specifications.
Minimum Job Requirements:
- At least two years professional experience in a customer service role, preferably in manufacturing.
- PC proficient with a thorough understanding of Microsoft Office applications and capable of learning company’s internal ERP software.
- Applicants must have a high school degree at a minimum. College degree or some college coursework is preferred.
- Maintain a professional appearance and uphold a positive company image.
- Bilingual in English/Spanish a plus.
Reports To: The CSR reports to the Customer Service Manager. This position will take guidance and receive mentoring from company’s Account Management team.
Hours: Normal hours are typically 7:30 AM – 4:00 PM, with potential overtime eligibility as needed.
Compensation: $18 – 20+ per hour, dependent on qualifications. Opportunities for advancement available.
As a permanent, full-time employee, benefits include:
- Annual performance and compensation review, with eligibility for annual bonuses
- 401(k) plan with employer matching and profit sharing
- Premium health insurance as well as supplemental vision and dental insurance plans
- Company paid and supplemental life insurance and AD&D
- Company paid holidays and personal paid time-off (accrual & enrollment package)
JOB ORDER ID: 100
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