Customer Service Representative

The incumbent in this position is responsible for processing and tracking customer orders, and responding to customer inquiries. Receive orders via phone, fax, or other electronic means. Duties include informing customers of receipt, prices, shipping dates and delays; and handling complaints.

Responsibilities

Process and track customer orders; Respond to customer inquiries; Receive orders via phone, fax, or electronic means; Inform customers of receipt, prices, shipping dates and delays; Handle complaints; Support customers through ongoing communication; Research and resolve issues regarding customer orders and product availability; Process and enter customer orders/changes/returns; Make changes to existing orders; Receive and review customer inventory forecasts; Partner with inside/outside sales team; Create new customer accounts in SAP System; Review and maintain SAP data; Provide timely and accurate information to customers; Monitor and report on time customer deliveries; Handle special project requests; Handle sample requests; Ensure quality service; Work with production planning; Provide backup support; Attend department meetings; Adhere to EMS and IATF 16949 Policies and Procedures

Requirements

High School Diploma or GED equivalent; Minimum of two (2) to three (3) years of progressively responsible customer service experience preferably in a manufacturing environment; Ability to identify and meet customers’ needs and requirements; Must be detail-oriented and have excellent problem-solving skills; Excellent oral and written communication skills; Must be able to read, write, and speak English proficiently; Must have good basic math skills; Exceptional phone and customer service skills; Must have excellent interpersonal skills; Must be proficient with computers and demonstrated skills in office applications such as MS Word, Excel, and Outlook; Ability to proficiently use various company-related and external systems and databases; Ability to proficiently use computer programs such as Microsoft Office applications; Ability to work effectively with internal/external personnel, and customers; Ability to proficiently operate office technology and equipment; Ability to communicate effectively verbally and in writing; Ability to carry out duties and handle difficult situations in a tactful, sensitive and professional manner; Ability to multi-task and prioritize work to meet time sensitive deadlines; Ability to work in a fast paced environment and manage several projects simultaneously

Nice to have

Experience working with SAP system a plus; Bilingual Spanish is a plus