Customer Service Representative

Job description

POSITION OVERVIEW

This is a multi-faceted position in a dynamic environment. With a focus on customer satisfaction, this individual will be expected to process customer orders, respond in a timely fashion to diverse customer inquiries by phone and email, and interact efficiently with internal departments to find information and solutions.

Responsibilities include, but are not limited to:

• Deal directly with Company's customers by phone and email. Establish a professional and friendly rapport with company's customer base.
• Promptly respond to inquiries. Provide pricing and delivery information. Set up new customer accounts.
• Personally respond to customer requests. Communicate and coordinate with other internal departments as needed to respond to customers in a timely manner.
• Record details of customer complaints. Engage designated internal resources. Ensure that complaints are adequately addressed from customer service perspective. Escalate as needed. Process material returns.
• Capture and record all relevant customer information and customer interactions in a Customer Relationship Management (CRM) program.
• Follow up on customer interactions.
• Process basic requests for product recommendations.
• Ensure that technical requests and technical inquiries are promptly routed to Sales.
• Capitalize on, or create opportunities to gather voice of customer (VOC), record and share any notable VOC.
• Proactively identify, communicate, and support sales opportunities when interacting with customers.
• Support Sales and Marketing in conducting or coordinating periodic sales and marketing campaigns.
• Support Sales as needed on larger projects and proposals.
• Process purchase orders from customers in Company's ERP system in accordance with established procedures, and at times also in customers’ proprietary order processing systems.
• Coordinate credit requests and the release of credit holds with corporate Finance and escalate as needed.
• Provide overall administrative support to company, with primary emphasis on Sales and Customer Service.
• Performs other duties as assigned.

JOB QUALIFICIATIONS & REQUIREMENTS

Minimum Background and Skills Required:

• H.S. Diploma or equivalent.
• Min. 5 years of customer service experience from B2B manufacturing environment.
• Proficient in MS Office (Word, Excel, and Outlook).
• Experience using an ERP business system and a CRM platform required.
• Strong aptitude to understand and convey technical issues.
• Excellent interpersonal skills, with a passion for helping people and a friendly attitude and demeanor.
• Excellent written and verbal communications skills, as well as listening skills.
• Detail-oriented with strong organizational and time management skills.
• Ability to multi-task and work effectively in a dynamic, at times high pressure, environment to meet demanding customer needs.
• Strong sense of self-motivation with a goal-oriented approach to work.
• Desire to continually learn and improve.
• Stress-tolerant. Ability to deal with difficult situations while maintaining performance and a positive attitude.

Additional Background and Skills Preferred:

• College-level course work; A.A. or B.S. Degree.
• Understanding of basic international shipping and export procedures a bonus.
• Experience with international customer service and communication, including multi-cultural issues.
• Experience with customer service related to mechanical products very helpful.

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS

• Mostly Sedentary Work
• Uses repetitive hand and wrist motion to process customer requests on the computer up to 90% of the time
• Listens and speaks to external and internal customers as well as vendors up to 75% of the time

Job Types: Full-time, Contract

Pay: $22.50 - $23.50 per hour

Shift:

• Day shift

Ability to Commute:

• Owings Mills, MD 21117

Ability to Relocate:

• Owings Mills, MD 21117: Relocate before starting work (Required)

Work Location: In person