Customer Service Representative

Job Description

The Customer Service will be responsible for driving all customer service tasks and ensuring consistent delivery of high-quality customer support and order management.

This position must, but not limited to:

Customer Support:

• Respond to customer inquiries via phone, email, or chat in a courteous and professional manner.
• Provide accurate product or service information to customers, addressing any questions or concerns.
• Monitor customer service interactions, ensuring all inquiries are addressed promptly and documented.
• Resolve escalated customer complaints and issues in a timely and professional manner.
• Analyze customer feedback and identify opportunities for improvement in service delivery.
• Track key performance indicators (KPIs) for customer satisfaction (Lead Times and Cancellation).
• Work closely with other departments to address customer needs.

Order Management:

• Process orders, changes, and cancellations accurately (Finish Goods and Spare Parts)
• Track and update customers on the status of their orders or requests.
• Support internal customers’ requests (i.e: Engineering orders, product audits, scrapping).
• Monitor shipping conditions and routing on sales orders for accuracy.

Qualifications

• Bachelor’s degree in a relevant field.
• Proven experience in a customer service role.
• Strong communication skills, both written and verbal.
• Ability to handle difficult customer interactions with professionalism and empathy.
• Detail-oriented with a focus on delivering high-quality service.
• Strong understanding of order management systems and ERP software (e.g., SAP).
• Proficient with excel and Outlook.

Additional Information

• 2+ years working for product manufacturing.
• Adaptability: Ability to respond to shifting customer demand and market conditions.
• Customer-focused: A strong sense of customer service and ensuring that orders are processed accurately and efficiently.

All your information will be kept confidential according to EEO guidelines.

Equal Opportunity Employer, including disability / veterans.