Customer Service Representative

Jordan Manufacturing Company has been creating innovative outdoor products and providing exceptional customer service for over 45 years, and our success starts with our team. As a growing family-owned and -operated business, we welcome employees of diverse backgrounds and experiences to join us. Jordan Manufacturing supports our team by recognizing achievement and promoting from within, ensuring a work-life balance, collaborating to achieve excellence, operating with integrity and prioritizing safety every day.

Giving back to the community and to our team are also a tradition at Jordan Manufacturing. We hold annual food drives and support local charities, and celebrate our employees with appreciation lunches, achievement awards, core value awards and holiday gift baskets each year.

Why should you join the Jordan Manufacturing family? We truly value every member of our team and strive to live and work by our core values:

· Celebrate: Recognize our achievements, learn from our mistakes

· Healthy Balance: When your life works, your work works.

· Always Collaborate: Teamwork makes the dream work.

· Integrity: Doing what is right, not necessarily what is easy

· Safety: It’s everyone’s responsibility

· Excellence: It's not a skill, it’s an attitude

Benefits

Jordan Manufacturing offers an excellent work environment and benefits for full-time employees, including:

· Paid Holidays

· Paid Time Off (PTO)

· Paid Bereavement Leave

· Military and Jury Duty Leave

· 401k

· Health Insurance

· Vision & Dental Insurance

· HSA and FSA Options

· Employee Assistance Program

· Life Insurance

· Short- and Long-Term Disability

Job Title: Customer Service Representative 

Job Purpose: The Customer Service Representative will cultivate relationships and work closely with our customers, the Sales team, and the cross functional internal team. The Customer Service Representative will be responsible providing excellent customer service to our customers, order receipt, and program development. They will be responsible for the process and control of sales orders, using effective communication with operations regarding inventory issues within assigned areas. 

Reports To: E-Commerce Customer Service Manager 

Location: On-site at Monticello, IN corporate headquarters and remote, in at-home office 

Department: Supply Chain 

Classification: Full-time, Exempt 

Job Duties and Responsibilities:   

• Acts as single point of contact for assigned customer portfolio. 
• Ensures all day-to-day customer related activities are dealt with in a courteous, accurate, timely manner, adhering to business standards. 
• Manage and oversee the sales and order processes providing timely and accurate information to customers, Sales, and Business Management. 
• Facilitate effective communication with cross functional departments and customers to optimize the end-to-end supply chain and to improve overall customer experience. 
• Maintains and increases customer loyalty, by building relationships. 
• Accountable for driving operational excellence and improving customer centric partnerships through the execution of premier service delivery. 
• Use their judgment and knowledge of strategic plans for each customer to respond to requests for orders, technical support, and other services. 
• Make appropriate service decisions based on knowledge of the business strategy and goals for each customer and product. 
• Manage customer expectations by clearly communicating our commitments to the customer (i.e., Delivery dates or problems resolution) and by promptly updating the customer with changes in status. 
• Recommend process changes to increase efficiency of operations and service to customers. 
• Comprehends and can follow well defined and documented systems, related instructions, and operational procedures. 
• Develops and maintains pro-active business relationships with customers, and where applicable, KAM decision makers and sales representatives. 
• Independently and effectively prioritize daily tasks and follow up on resolutions that ensure customer satisfaction. 
• Investigate and resolve routine requests and customer complaints. 
• Demonstrated ability to work with limited supervision and exercises discretion and independent judgment involving comparing and evaluating courses of action. 
• Interact with internal and external areas to resolve issues accordingly and respond to requests in a clear and concise manner in an appropriate time frame. 
• Ability to travel independently and present at regional sales meetings and on-site at key customers to improve or grow relationships. 
• Participate on and/or lead project teams. Develops, communicates, and implements plans to successfully achieve project deliverables. 
• Maintain 100% of standards, metrics, and performance measurements, while delivering superior customer service. 

Required Qualifications 

Education 

• A college degree and/or significant demonstrated experience in a customer service role 

Experience 

• 1 year experience with CPG mass customer retail portals, Walmart, Target, Discounters, Department Store, E-tailers, or Specialty sites. 

Knowledge, Skills, & Abilities 

• Ability to multi-task and perform effectively under pressure. 
• Ability to effectively prioritize and escalate customer issues as required. 
• Excellent communication and presentation skills to effectively respond to customer’s requests or explain solutions to complaints/issues. 
• Detailed, organized, and results oriented. 
• Ability to learn and assimilate information quickly. 
• Strong PC proficiency with a solid working knowledge of windows environment 
• Strong initiative and good decision-making ability 
• Able to challenge the status quo and make recommendations for process efficiencies. 
• Strong team player who shows commitment to departmental goals 
• Advanced skills in Microsoft Office (excel, word, PowerPoint); experience working with three dimensional spreadsheets and complex formulas in Excel, particularly V-lookups and Pivot tables. 

Preferred Qualifications: 

• Prior manufacturing experience or supply chain experience 

Working Conditions 

Environment 

• Position is located in an office setting at the Monticello, IN corporate headquarters and remotely in an at-home office. 

Essential physical requirements 

• Prolonged sitting at a desk and working on a computer. 
• Must be able to lift 15 pounds at a time. 

As part of the hiring process, Jordan Manufacturing may conduct a background check and pre-employment drug screen with an applicant's signed consent. The background check may consist of prior employment verification, reference checks, education confirmation, criminal background, or other information, as permitted by law. Results of any pre-employment check will be considered as part of the hiring process, but may not necessarily disqualify a candidate from employment. Third-party services may be hired to perform these checks. All offers of employment and continued employment are contingent upon a satisfactory background check.