Job Description

CUSTOMER SERVICE REPRESENTATIVE

“Come build a Career with our Growing, Fast-Paced, Customer-Focused Company that fosters Training & Professional Development!”

Are you a Business Service professional looking for a new challenge and an exciting opportunity to advance your knowledge, skills and career in a great working environment? Would you like to have a job that rewards performance and offers competitive compensation and benefits?

We are looking for a hardworking and enthusiastic Customer Service Representative to join our team and help us drive Operational Excellence throughout our network.

THE ROLE

Service & Responsiveness

• Understand customer expectations; maintain and improve service levels within assigned customer base.
• Respond in a timely manner to customers via email and/or phone.
• Provide order confirmations within 24 business hours.
• Process customer complaints within 24 hours.

Maintain Existing Revenue and Profit

• Maintain existing revenue and profit within current assigned customer base.
• Support account managers and provide proactive daily management of customers business.
• Process requests for samples, quotes, and drawings within customer expectation.
• Provide responsive and reliable service to customers as both the main Customer Service Representative (CSR) as well as the assigned back up.
• Identify and communicate business at risk; work with internal team to resolve issues and mitigate lost business.

Process & Quality

• Access and adhere to department Standard Operating Procedures (SOP’s) for daily process and procedures, including but not limited to, order entry, customer complaints, pricing, samples, ECO notifications, and credit requests.
• Complete workflow approval of acceptance of changed and/or new Customer Service SOP’s.
• Utilize internal escalation process for business at risk and all other situations that would apply.
• Increase system proficiency and become a power user in the Enterprise Resource Planning Software, IQMS and the Customer Relationship Management system, SDFC.
• Drive to reduce CSR created errors and errors that result in parts being returned or credit being issued.

Increase Revenue through Projects

• Proactively promote new products to customers.
• Obtain a clear understanding of products and capabilities for all Comar facilities.
• Provide reliable responses to customer inquiries.
• Enter, process, and close won Salesforce (SFDC) projects for an increase in business or a new product for existing customers.
• Increase company revenue within current assigned customer base.

Total Process Improvement (TPI 3) / Continuous Improvement

• Participate within a TPI 3 team.
• Provide Voice of Customer (VOC) feedback within the project(s).
• Participate in self-development training.

WE ARE LOOKING FOR:

• A high school diploma or equivalent and 3+ years of professional Customer Service experience in a manufacturing, logistics, or distribution environment.

Preferred:

• Previous experience with Salesforce and/or IQMS.
• Familiarity with the Plastics Industry.

Do You Have…?

• A high level of interpersonal and communication skills to work across functional and organizational lines as well as communicate to external customers and constituents.
• Comfortable with the use of computers and other electronic media including an understanding of Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems.
• Ability to organize and prioritize work to meet strict deadlines.

If the answer is YES, don’t delay, Apply Today!