What are the responsibilities and job description for the Customer Service Representative position at Davlyn Group?
Job Description
Job Description
Description :
The Customer Service Representative (CSR) is a critical member of the Norfab / Amatex sales team, acting as the bridge between our customers and Operations. The CSR’s focus will be responding to customers with timely and accurate communication on orders. This includes leading weekly virtual (Teams) meetings with key customers to review inventory levels, coordinate with internal scheduling and operations, and maintain appropriate finished goods inventory levels through a Pull Through / Kanban system. Additionally, this role involves proactive inside sales efforts to re-engage customers who have not placed recent orders, identifying reasons for inactivity, and working to bring them back as active buyers.
Davlyn Group is a fast-growing, privately owned technical textile company based in Spring City, PA, just outside of Philadelphia, with additional locations in Norristown, PA and Independence, VA. Through our Amatex, Darco Southern, Davlyn Manufacturing, and Norfab businesses, our products and engineering services are used by thousands of customers in over 50 countries to help keep heat in its place, improve safety, and increase productivity. DGH is a leading manufacturer of technical textiles, fabrics and yarns used in the appliance industry, industrial markets, and personal protective equipment (PPE).
Essential Functions :
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Process orders; which includes : providing availability and pricing, sending acknowledgement to customers, and entry / maintenance of the order in the ERP system. Ensure all relevant information (part number and delivery details) is received from the customer and provided to Operations to properly produce and ship the order.
- Proactively provide order updates (lead time changes and shipment status) and respond to customer inquiries.
- Collaborate with Inside Sales and the Davlyn Group's external Sales Team to nurture sales opportunities with existing customers.
- Team with Sales and Operations to improve systems and processes related to customer order management.
- Communicate with customers to resolve outstanding balances due; working together with Finance, as needed.
- Triage product quality issues by gathering details from the customer and providing a summary for Quality and Operations.
- Process credit card payments.
- Become a capable backup for other order related activities, such as arranging logistics with customers and entering information into customers' order management systems.
- Lead weekly virtual (Teams) meetings with major customers to review inventory levels and anticipated demand.
- Work closely with customers and internal scheduling / operations to ensure safety stock levels are maintained
- Support a Pull Through / Kanban replenishment system between the company and key customers.
- Identify customers who have not ordered in a while and actively reach out to understand the reasons for inactivity, while working to re-engage these dormant accounts.
- Other duties as assigned.
Requirements : Skills :
Education / Experience :
Supervisory Experience :
This position has no supervisory responsibilities.
Travel :
This position does not require travel.
Work Hours :
Physical Demands :
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Davlyn Group believes that all people are entitled to equal employment opportunities. Davlyn Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws. Davlyn Group complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
