Customer Service Representative

Eberhard Manufacturing Company

Strongsville, OH

Expired: November 16, 2023 Applications are no longer accepted.

Full-Time

Job Description

Company Info

Overview

Eberhard is a leader in the design and manufacturing of engineered access and security solutions. Our mission is to relentlessly focus on our key markets to create valued solutions while delivering an exceptional business experience for our partners. We drive operational excellence into our processes and capabilities while continuously creating growth for our employees, partners, and shareholders. We drive growth by solving our customer’s design challenges through engineering, manufacturing, and adaptive technologies. Eberhard operates from five strategic locations in the USA, Mexico, China, and Taiwan. Eberhard is a division of The Eastern Company. (Nasdaq Stock ticker: EML).

Role Description:

As a Customer Service Representative (CSR) for Eberhard Manufacturing, your role will be crucial in ensuring customer satisfaction and maintaining strong customer relationships. You will serve as the primary point of contact for our valued customers, assisting them with inquiries related to pricing, delivery information, and technical support for our products. Your responsibilities will include managing customer orders and resolving any issues they may encounter by providing exceptional service and support. You will work closely with our Key Account Managers (KAM) to provide a superior customer experience and build long-lasting relationships with our valuable customers.

Core Responsibilities:

Provide personalized and comprehensive attention to the assigned territory and accounts, ensuring that all details are accurate and precise.
Process customer orders accurately and effectively, ensuring that orders are complete and meet quality standards. Collaborate with the production and shipping departments to coordinate order fulfillment.
Address customer concerns and complaints effectively, aiming for swift resolution while maintaining a high level of customer satisfaction.
Develop and maintain in-depth knowledge of Eberhard’s manufacturing process, product offerings, and technical specifications to assist customers effectively.
Maintained customer accounts, update information, and manage customer records in the company’s CRM system.
Provide basic technical support and troubleshooting assistance to customers experiencing product-related issues. Collaborate with the KAMs when necessary.
Generate accurate price quotes for customers and provide information on lead times, availability, and shipping options.
Provide customers with order updates, including tracking information and potential delays. Collaborate with internal teams to ensure a seamless customer experience.
Collaborate with the commercial team to identify potential opportunities for upselling or cross-selling while cultivating and maintaining positive relationships with our existing customers.
Regularly updated and maintained across various platforms, including portals, EDI systems, and contracts.

Minimum Skills and Qualifications:

High school diploma or equivalent; additional education or relevant certifications are a plus.
Proven customer service or sales support experience, preferably in a manufacturing or industrial setting.
Strong communication and interpersonal skills (written and verbal) with internal and external customers at all levels of the organization providing courteous, timely, and accurate information.
Technical knowledge related to the manufacturing industry, products, and processes is advantageous.
Detailed-oriented with excellent organizational skills.
Ability to work in a team and collaborate with different departments.
Demonstrated competencies in computer software -- MS Office (Microsoft 365) and knowledge in Enterprise Resource Planning (ERP) experience is a plus.

E+ Core Values: