What are the responsibilities and job description for the Customer Service Representative position at Penny Plate, LLC.?
Founded in 1948, Penny Plate, LLC. has continuously been committed to innovation, highest quality, identifying opportunities to exceed customer expectations, and participating in the market as a competitive-cost provider. Today, Penny Plate has one of the most extensive lines of aluminum containers, selling to the Food Service and Packer Processor markets.
POSITION SUMMARY:
The Customer Service Representative (CSR) will serve as the primary point of contact for customers. The CSR will be responsible for handling inquiries, processing orders, managing customer accounts, and resolving issues in a timely and professional manner. The ideal candidate should have strong communication skills, attention to detail, and a customer-focused attitude.
ESSENTIAL DUTIES:
- Act as point contact for customer communication.
- Receive, process, and confirm customer orders accurately, ensuring timely production and delivery.
- Develop a thorough understanding of the company’s products to assist customers effectively and suggest appropriate solutions.
- Respond to customer inquiries via phone or email regarding product information, order status, lead times, and delivery schedules.
- Collaborate with production and sales teams to ensure customer expectations are met, including special requests or product customizations.
- Address and assist in resolving customer complaints and concerns, escalating issues and working with internal departments when necessary to ensure a satisfactory resolution.
- Accurately enter and update customer data, order information, and shipping details into the company’s database.
- Maintain customer records, track interactions, and monitor order history using the company's ERP system.
- Monitor order status and shipment schedules to ensure timely delivery and customer satisfaction.
- Work closely with the sales team to provide relevant customer information and assist with sales opportunities.
QUALIFICATIONS:
- 2 years of customer service experience, preferably in a manufacturing or industrial environment
- Excellent verbal and written communication skills
- Demonstrated ability to assess situations, identify issues, and develop effective solutions
- Adaptability to changing situations and demands
- Strong interpersonal skills
- Ability to handle multiple tasks simultaneously and manage time efficiently
- Microsoft Word and Microsoft Excel proficiency