Customer Service Representative / Architectural Metals Manufacturing

Overview

The primary focus of the Customer Service Representative (CSR) is to provide quality service to our customers in a courteous and helpful manner. The CSR will effectively communicate with a diverse customer base via phone and email. The CSR responds to inquiries, places orders, problem solves, communicates product and order information, and performs related duties as required. This role is the primary point of contact for internal and external customers and handles requests such as order placement and tracking, product and lead time information, quotations, and sample and literature requests.

This hours for this position are Monday – Friday 8 am to 5 pm. This will be an onsite role to start and can become a hybrid of two days onsite and three days remote after a trial period.

Responsibilities

— Provide superior customer service through effectively responding to all inbound customer calls and emails using Zendesk and Microsoft Outlook

— Complete order processing and pricing functions using Microsoft Dynamics ERP system

— Communicate product information, availability, pricing, and lead time information

— Provide outbound communication as necessary to resolve and follow-up on requests

— Utilize all available tools to accurately carry-out day-to-day tasks and responsibilities

— Accurately obtain custom shipment or expedited freight requests, notate and set-up orders as appropriate in ERP system, and coordinate successful completion of the shipment with the Operations team

— Create and maintain additional information in ERP and CRM systems, including order details, product specific feedback, address information, billing information, and contact preferences

— Responsible for achieving all goals and metrics as assigned

— Participation in special projects or tasks as assigned

— Assists/backs-up peers

Experience and Skills

— Two years’ customer service experience is required, preferably in a business-to-business capacity or with a manufacturer

— Basic to intermediate knowledge of MS Office, including Excel, Word, and Outlook

— Ability to communicate effectively and professionally, both verbally and in writing

— Capability to answer incoming phone calls and email for the majority of each day

— Ability and desire to multi-task and quickly reset priorities as dictated by workflow, excellent organization skills

— Potential to quickly gain a basic understanding of products and product applications

— Ability to continuously be accurate and precise throughout an entire workday

— Excellent interpersonal skills, maintenance of a positive and enthusiastic attitude throughout each workday

— Ability to quickly and thoroughly respond to customer inquiries

— Must be self-motivated and display initiative, integrity, and professionalism

— High School diploma or equivalent required, college degree preferred

— Experience in Architectural design or construction is a plus

Physical Requirements

— Sit for long periods of time

— Use their hands to handle, control, or feel objects, or controls

— Repeat the same movements

— May need to enter warehouse from time to time to obtain information

General Employee Responsibilities

All employees are required to ensure safety guidelines are being met to assure a safe work environment. A clean work environment should be maintained at the workstation and throughout the warehouse. Workers are to promote a teamwork environment by maintaining a positive attitude, being approachable, being willing to help in areas of temporary heavy volume in any department, keeping safety a priority, and by admitting mistakes quickly and openly to prevent more work for the team in the future.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Fry Reglet is an equal opportunity employer and provides equal employment opportunities to all individuals based on job related qualifications and ability to perform without regard to race, color, creed, religion, sex, gender, gender identity or expression, sexual orientation, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, genetic information for self or family, medical history, military or veteran status, or any other basis protected by applicable federal, state, or local laws prohibiting discrimination. Fry Reglet will not tolerate discrimination or harassment based upon these characteristics, based on the perception that anyone has those characteristics or is associated with a person who has or is perceived as having any of those characteristics.