Customer Service Representatives

Customer Service Representative

The Customer Service Representative is responsible for delivering an exceptional customer experience and serving as the primary point of contact for customers. This role involves managing customer interactions, resolving inquiries, processing orders, and ensuring customer satisfaction. The representative acts as a customer advocate, collaborates with internal teams, and drives requests to resolution while supporting continuous improvement initiatives within the organization.

Experience:

• 3+ years of experience in customer care or a similar customer-facing role.
• 3+ years of experience using ERP systems.
• Experience working in production or operations environments is preferred.
• Experience supporting both direct-to-end-user and B2B environments is preferred.

Responsibilities:

• Manage overall customer experience and act as the primary point of contact.
• Handle customer requests through multiple communication channels including email and phone.
• Generate quotations and provide pricing and lead time information.
• Enter and manage customer orders within systems.
• Manage escalations and work with internal and external teams to resolve issues.
• Process returns, credits, and customer complaints while maintaining accurate records.
• Generate reports and analyze customer data.
• Identify and implement process improvements across the department.
• Perform additional customer service and administrative tasks as required.

Should Have:

• Ability to understand technical aspects of engineered products.
• Proficiency in Microsoft Office tools including Outlook, Word, and Excel.
• Strong attention to detail and problem-solving abilities.
• Ability to work independently and manage multiple tasks.
• Willingness to work overtime based on business needs.
• Additional language skills such as French, Spanish, or German are a plus.

Skills:

• Customer service and customer relationship management.
• Order processing and quotation management.
• ERP systems and data entry.
• Communication and coordination.
• Data analysis and reporting.

Qualification And Education:

• Associate degree or equivalent experience.