Customer Service Rep

SUMMARY

The Customer Service Representative (CSR) role is vital to a company’s success and directly impacts customer perceptions, satisfaction, and loyalty.  The CSR will be the first point of contact for our customers, responsible for producing and tracking quotes, providing accurate lead-times, and managing the entire order process from entry to fulfillment. The representative will work closely with production and logistics teams to ensure timely and accurate delivery of orders, while maintaining excellent communication with customers regarding their inquiries and order status. The ideal candidate will possess strong problem-solving skills, attention to detail, and a commitment to delivering exceptional customer service in a fast-paced environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES (Other duties may be assigned)

• Quote Management: Produce and track accurate quotes for customers, ensuring all specifications and requirements are met. Respond to customer inquiries regarding pricing and product availability.
• Order Processing: Enter customer orders into the system promptly and accurately. Track and manage the status of orders throughout the fulfillment process, providing updates to customers as needed.
• Lead-Time Coordination: Communicate estimated lead-times to customers and ensure timely follow-up on any changes. Collaborate with production and logistics teams to facilitate efficient order fulfillment.
• Customer Communication: Serve as the primary point of contact for customer inquiries and concerns, providing timely and professional responses. Build and maintain strong relationships with customers to enhance satisfaction and retention.
• Cross-Department Collaboration: Coordinate with production teams to ensure alignment on product availability and scheduling. Work closely with logistics to ensure timely delivery of orders and resolve any shipping issues.
• Documentation and Reporting: Maintain accurate records of customer interactions, orders, and inquiries. Generate reports on order status, customer feedback, and service metrics as required.
• Facilities Management:  Ensure facility and associate support equipment is properly operating and coordinate any repairs as required.

SUPERVISORY RESPONSIBILITIES

N/A

EDUCATION/EXPERIENCE

High school diploma or equivalent; a degree in business or related field is a plus.  Minimum of 10 years of experience in customer service, preferably in the manufacturing or distribution industry.

CERTIFICATION, LICENSES, REGISTRATIONS

N/A

SKILLS/ABILITIES

• Strong communication and interpersonal skills.
• Excellent verbal and written communication skills.
• Ability to work under pressure.
• Proficient in Microsoft Office Suite and experience with order management systems.
• Detail-oriented with strong organizational and multitasking abilities.
• Ability to work collaboratively in a team environment and handle challenging situations with professionalism.

PHYSICAL DEMANDS

The physical demands for a customer service representative include the following:

1. Sitting for Extended Periods: typically spend much of their time seated at a desk or workstation while using a computer and phone.
2. Typing and Data Entry: Frequent typing and data entry are required
3. Use of Computer and Phone Equipment: Prolonged use of computer screens and telephone systems.
4. Occasional Standing or Walking: While most work is done sitting, CSRs may need to stand or walk occasionally for meetings, training sessions, or to collaborate with colleagues.
5. Handling Paperwork: Managing physical documents or files may require some light lifting or carrying.

WORK ENVIRONMENT

Office environment, which may be a dedicated customer service center or part of a larger corporate office.