Customer Service Representative

The Most Dynamic Manufacturing Company in the Acoustical and Thermal Composites Industry Since 1989, we've dedicated ourselves to providing the best customer service, technical support, and product quality in our industries. Our philosophy is to be a resource to our customers and develop close working relationships. We will supply our customers with products that will add value and maintain a reasonable commercial and technical position.

The Polymer Technologies Team

Our most valuable resource is our hardworking, dedicated employees. Our team includes experts with years of applied industry experience who work diligently to help customers find new ways to use material technology. The result is more efficient solutions that improve performance and bottom-line margins for our customers.

Summary Description

Under the supervision of the EVP, Sales & Marketing, performs customer service requirements supporting the company’s objectives. Regular work hours are 8:00 AM to 5:00 PM., Monday through Friday. Overtime as required.

Duties and Responsibilities

• Receives and processes incoming telephone calls, emails, and faxes from established customers regarding new orders, change orders, expediting orders, verifying prices, sample requests, and customer complaints. Responsible for checking the price, lead times, product codes, revision levels, and other pertinent information against quote or list price. Assist customers with proof of delivery.
• Responsible for customer-provided MRP schedules and customer online portals to process orders.
• Responsible for incoming telephone calls, emails, and faxes from prospective customers regarding applications, referring calls to engineers or salesmen for technical advice when necessary. Provides information about our process, lead times, pricing, etc.
• Establishes communications between salesmen, sales representatives, and operations on issues pertaining to customers.
• Proactive approach in reviewing customer ordering patterns. Generates telephone calls and emails to customers regarding their order status.
• Proactive interaction with customers regarding potential problems with orders (delay in shipping, price discrepancy, etc.).
• Responsible for receiving customer complaints and interacting with Quality and Production departments for replacements.
• Responsible for reviewing hard and electronic copies of confirming orders with Polymer Technologies order acknowledgment for discrepancies.
• Problem-solving any areas involving customer orders and working with other departments to foster an excellent customer experience with Polymer Technologies.
• Creates rapport with customers and builds a strong, positive relationship

• 
  6 years or more experience in a customer service role, including order entry (preferably in the manufacturing industry).
• Excellent written and oral communication skills.
• Ability to use analytical thinking/techniques to solve problems.
• Ability to work in a fast-paced environment
• Organized, self-motivated, and fast learner
• Detail-oriented