Customer Service Representative

We are searching for an experienced Customer Service Representative at our Salt Lake City, UT facility.
Primary Duties and Responsibilities:

Customer Services Representative

The Mission Critical Equipment Division (MCE) of Senneca Holdings (Subzero Engineering & Simplex) are looking for a detail oriented highly energetic individual that is looking for a career in customer service. The individual will be part of a new team that is being setup to help improve the overall customer experience within the MCE customer base. Please note, this is not a “Call Center” position. It is hands on with all stakeholders.

Primary Duties and Responsibilities:

**Key Responsibilities.

1. **Customer Inquiries and Support:

• Respond promptly to customer inquiries via phone, email, and in-person visits.
• Provide accurate and comprehensive information about products, services, and pricing.
• Address customer concerns and complaints with patience and professionalism.
• Ensure timely resolution of customer issues to maintain high levels of customer satisfaction.
• Collaborate with colleagues to identify opportunities for process improvements and enhanced customer service.
• Work closely with the sales, production, and shipping teams to ensure seamless communication and coordination.
• Generate and update reports related to customer orders, feedback, and sales data.
• Assist in preparing and maintaining documentation related to customer accounts and transactions.

2. **Frontline Order Processing and Coordination:

• Facilitate the seamless setup of new customers in the ERP system, ensuring all relevant information is captured accurately.
• Verify orders meticulously within the company's Enterprise Resource Planning (ERP) system to ensure accuracy and completeness.
• Conduct thorough ERP verification of orders to confirm all details, including quantities, pricing, and customer information.
• Track and monitor order statuses to provide real-time updates to customers.
• Coordinate with internal teams to ensure timely production, packaging, and delivery of orders.
• Collaborate with the shipping department to ensure on-time deliveries and resolve any shipping-related issues.

3. **Product Knowledge:

• Stay informed about the company's products, features, and benefits.
• Provide product recommendations and upsell opportunities to customers based on their needs.
• Educate customers about product specifications and usage to enhance their buying experience.

Required Qualifications:

• 2 years of customer service and/or sales experience. Previous customer experience in manufacturing is preferred.
• High School Diploma or Equivalent.
• Some College is preferred.
• The ability to read and understand building plans and specifications is a plus.
• Professional oral and written communication skills in addition to superb listening skills.
• Strong computer/keyboard skills (Microsoft Outlook, Excel, PDF) and ability to navigate web-based software applications, and project management software.
• Strong understanding of MS Excel, using VLOOKUP’s and Pivot Tables is strongly preferred.
• Attention to detail. Know when something isn’t right etc.
• A demonstrated ability to learn quickly and continuously develop functional knowledge.
• An understanding of company products as well as administrative, freight and warranty claims, along with various
• departments and functions.
• Strong problem-solving abilities and a customer-focused mindset.
• Proficiency in using CRM software and other relevant tools.
• Ability to work collaboratively in a team-oriented environment.
• Detail-oriented with excellent organizational skills.
• Ability to work independently and as part of a team in a fast-paced environment.
• Ability to type 35 to 40 words per minute at the very minimum.
• Ability to make customers feel valued by delivering on commitments and exceeding expectations.
• Effective problem solver with a solution minded approach to support customers and their projects.
• Solid math and problem-solving skills. Must be comfortable computing math equations such as discounts, tax, proportions, and percentages.

Required Education:

• High school diploma or equivalent.
• Associate’s or bachelor's degree is preferred. Prior customer service related experience may be considered as a substitute.

Hourly Wage

Our company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

**Please no Third-party candidates or phone calls**