Customer Service Representative

Purpose of Role

The Customer Service Representative (CSR) serves as the first point of contact for customers, providing exceptional service and support to address inquiries, resolve issues, and ensure a seamless customer experience. This role involves managing customer accounts, processing orders, and collaborating with internal teams to deliver timely and accurate solutions. The CSR is instrumental in maintaining customer satisfaction and upholding the company's commitment to excellence.

Areas of Accountabilities

Customer Focus

• Act as a SME in our Delivery Solution product offerings to ensure smooth customer experience and serve as a trusted advisor for ongoing customer service needs.
• Establish new customer accounts and maintain accurate records and files.
• Process customer orders from direct requests or through Sales Representatives.
• Lead post-sales efforts to meet customer needs and ensure a positive order experience, enabling Sales to focus on account growth.
• Communicate with customers regarding order status, quotations, order changes, confirmations, and address complaints or questions.
• Expedite, track, and analyze customer scheduling and data requirements, to ensure all requirements are met.
• Act as the voice of the customer by sharing relevant insights and recommendations to ensure timely attention to their needs.

Cross Functional Communication & Organization

• Review and revise DS order forms to ensure clarity and alignment across teams.
• Define QTEK configuration items and articulate compatibility or incompatibility clearly
• Coordinate with suppliers and supply chain to prepare customer product and service reports.
• Collaborate with Operations on project implementation to ensure products and services are delivered on time and meet customer requirements
• Partner with New Product Development to stay updated on new products and features, revising SOPs and forms for improved customer fulfillment.
• Review and process customer warranty claims in conjunction with QTEK operations.
• Work with Operations to ensure products and part lists are properly defined and images cataloged.
• Coordinate monthly strategic forecasting with Operations and the supply chain to enhance capacity utilization, manage costs, and better support customer needs.
• Collaborate with Services to ensure preventive maintenance is performed, minimizing downtime and maximizing customer satisfaction
• Maintain a customer score card and ensure systems and tools exist to gather appropriate metrics.
• Schedule quarterly QBR’s with customers in conjunction with sales, support and service.
• Work with services and operations to ensure that QTEK parts are available on the Ecommerce website.

Continuous Improvement and Process Optimization

• Initiate and oversee corrective actions to address customer complaints and service requests, coordinating with relevant departments.

• Implement best practices and guidelines for order entry into the (M2M) Made to Manage system.
• Analyze and process incoming orders and changes, verifying pricing, part numbers, shipping requirements, and sales conditions for accuracy.
• Schedule shipping dates to initiate the material and production cycle, ensuring timely delivery.
• Optimize shipment loads, manage incoming EDI orders, document freight issues, and report on customer lead-time violations.
• Propose creative solutions that balance customer needs with business goals

Knowledge, Skills, and Experience

• Bachelor's degree (B.A) from a four-year college or university.
• 3 years related work experience in material handling or supply chain.
• Excellent communication and interpersonal skills, with the ability to build strong customer relationships.
• Strong problem-solving and multitasking abilities in a fast-paced environment.
• Proficiency in customer relationship management (CRM) software and Microsoft Office Suite.
• Attention to detail and organizational skills to manage multiple accounts effectively.
• A positive, customer-focused attitude with a commitment to delivering exceptional service.
• Minimum 10 - 20% of time spent traveling by airplane.
• May require physical lifting of product up to 25lbs