Customer Service Representative

Company Description:

Plastic Molding Technology leverages its three strategic locations to provide engineering expertise and full-service solutions within our core capabilities of injection molding, thermoforming and extrusion. Our Centers of Excellence offer a unique customer experience within each core capability. With in-house engineering expertise and automated technologies for superior quality, PMT is a flexible and accessible partner when you can’t afford any errors.

Role Description:

The Customer Service Representative is responsible for interfacing with customers in person, by phone and via email. This person provides quick, effective customer service for all external customers, using excellent, in-depth knowledge of company products and programs as well as strong, effective communication with team members within the customer service department.

What you’ll do:

• Portrays a positive company image at all times
• Engages in professional and friendly communications with customers
• Actively listens to customer needs and inquiries to determine appropriate service actions
• Diffuses and resolves customer problems, such as shipping or invoicing problems, issues, etc. quickly and effectively
• Establishes and maintains customer profiles and prepares claim forms
• Refers customer questions regarding products or services to the appropriate person
• Provides timely and accurate information to incoming customer requests
• Processes customer orders/changes/returns according to established department policies and procedures
• Provides timely feedback to the company regarding service failures or customer concerns
• Partners with the Sales & Marketing team improve customer experience
• Assists with Customer Satisfaction Surveys
• Update pricing upon request
• Ensure accuracy of order intake and backlog daily
• Performs other duties as assigned

What we’re looking for:

• High School Diploma or GED Equivalent
• Minimum of 8 years of experience in customer service.
• Engineered to Ordered Manufacturing experience preferred
• Bilingual in English and Spanish, required
• Must be proficient with computers
• Proficient in Office suites. Word, Excel, Outlook
• Dependable and self-motivated
• Able to work with a diverse group of people
• Strong team player; friendly and patient