Manufacturing Customer Service Associate

Roto North America is a subsidiary of Roto Window and Door Technology, a global leader in window and door hardware, with 18 production plants and more than 30 subsidiaries worldwide. Through its 2 companies, Roto Frank of America, Inc. and Roto Fasco Canada, Inc., Roto North America has been manufacturing and offering a variety of leading North American and European window and door hardware products in the USA and Canada. 

Customer Service is one of the initial points of contact to the customer and has a key role in supporting the company’s mission of providing Superior Customer Value. Join our dynamic team where you will be the friendly face and helpful voice assisting our valued customers with theit inquiries and ewnsuring a seamless service experience. 

To learn more about Roto Frank of America please visit us at: Welcome - Roto North America

Responsibilities:

• Attention to detail and proficiency with data entry are key responsibilities in this role.
• Interacts with customers via telephone or e-mail to provide support and information on products, service and order status inquiries.
• Enters customer orders in SAP.
• Process & monitor customer sample requests
• Ensures that appropriate actions are taken to resolve customer’s problems and concerns.
• Answer incoming phone calls
• Redirect incoming calls to appropriate department
• Scan sales orders and supporting documentation into SAP
• Support outside sales staff including Business Region Managers and Independent Reps
• Work closely with production and shipping departments to meet throughput time requirements
• Active participation in weekly Shop Floor meetings
• Active participation in continuous improvement events and training
• Maintain customer back-order lists
• Work with Inside Sales team to ensure excellent customer service is being delivered
• Performs other related duties as assigned.

Work Environment: 

This position operates in a professional office environment, and routinely uses standard office equipment such as computers, phones, copiers, scanners, printers. 

Prolonged periods of sitting at a desk and working on a computer.

Must be able to lift up to 20 pounds at times. 

Minimum Required Education:

• Associate’s degree in business administration, or similar (relevant experience can substitute for education)

Required Work Experience: 

• 3 years of Customer Service Experience

 Essential skills:

• Proficient in MS Office skills with the ability to learn new software.
• SAP experience preferred
• Proficiency with Data Entry
• Focus and attention to detail with respect to customer specific programs
• Ability to function well in a high-paced and at times stressful environment
• Excellent organization skills
• Excellent communication skills including active listening and adaptability.
• Service-oriented and able to resolve customer inquiries.

Benefits:

 Roto offers an attractive salary and benefits package:

• 401(k)
• 401(k) matching
• Employee assistance program
• Employee discount program
• Medical insurance
• Dental insurance
• Vision insurance
• Flexible spending account
• Health savings account
• Life insurance
• Short Term Disability insurance
• Voluntary Long Term Disability insurance
• Paid time off
• Paid Holidays

Pay Range:

The Pay Range for this position is between $22- $25 hourly. The actual pay range will depend on varying circumstances and individualized factors, such as job-related knowledge, skills, experience, and other objective business considerations. The pay range listed here has been provided to comply with local regulations and represents a potential hourly pay range for this role.