Customer Service Representative

Company Overview:
Schafer Industries is a premier supplier of off-highway axles and differentiated precision gearing solutions. Established in 1934, Schafer Industries has locations in South Bend, IN, Roscoe, IL, Fredericktown, OH and Blacklick, OH. Schafer Industries is one of the few manufacturers of integrated axle solutions in the off-highway electric vehicle market. Schafer serves customers in a variety of end markets including off-highway vehicles, recreational vehicles, aerospace, defense, oil & gas, material handling, powertrain, electric mobility, heavy duty trucking, agriculture, and construction. Our mission is to leverage world class capabilities to deliver superior products and services to maximize the value for our customers, employees, shareholders, and communities.

Position Summary:
Schafer Industries is currently seeking a Customer Service Representative for its Schafer Gear Works operation in Roscoe, IL.

Why Work at Schafer Industries?

• We are a growth-oriented company with a diversified customer base.
• We are committed to a culture of safety and continuous improvement.
• You will enjoy a collaborative work environment where your talents and opinions matter.
• We provide training as well as opportunities to work on projects in support of your career development.
• You will quickly see your impact when working with the team.
• We have competitive pay and benefits to include 401(k) match and tuition reimbursement.
• We live our values of Safety, Integrity, Responsibility to Others, Customer Focus, Continuous Improvement and Accountability in all that we do.

Schafer Gear Works offers a comprehensive, competitive total compensation program based on market trends. The company maintains training programs and tuition reimbursement to continually provide the opportunity for employees to enhance and improve their existing knowledge and skills. Benefits offered to employees and their families include:

• Medical, and Dental Plans
• Company Paid Vision Plan
• Company Paid Basic Life and AD&D Insurance
• Company Paid Short Term and Long-Term Disability
• 401(K) Savings Plan (Including company match)
• Job Related Training
• Tuition Reimbursement
• Optional Life Insurance
• Paid Holidays
• Paid Vacations

Job Summary:
Responsible for linking customers with Schafer Gear Works, ensuring their voice is heard and needs are met to drive satisfaction and loyalty. This role is key to enhancing business growth and profitability by addressing customer requirements effectively.

Essential Functions:

• Effectively processes customer orders by:
• Efficiently receive and process customer orders through various channels.
• Ensure accuracy in pricing, quantities, quality, and all necessary details.
• Proactively engage with customers for order follow-up and support.
• Accurately enter orders and generate necessary documentation for distribution.
• Serve as primary point of contact for all customer service inquiries, providing excellent support.
• Keep customers informed of any changes in unit prices, shipping dates, anticipated delays, and other relevant information.

2. Flow’s information in support of the customer by:

• Collaborate with production and scheduling team to fulfill customer requirements while ensuring profitability and operational efficiency.
• Support Production, Shipping, and Customers in expediting or tracing missing or delayed shipments.
• Promptly communicate order changes (due dates, qty’s, special instructions) to production team.
• Act as a liaison to convey customer needs to the production department.
• Monitor and follow up on orders to ensure timely delivery.
• Enter tracking information from packing lists as required.
• Efficiently process daily invoicing through email, and customer portals, ensuring accuracy and timeliness.
• Maintain robust communication via Email, Customer Portals, and telephone
• Compile and analyze data (surveys), preparing reports to support data-driven decision-making.
• Manage and update daily and monthly quote logs (Salesforce Knowledge a plus), providing insights for strategic planning.
• Receive and meticulously verify customer Returns Requests, addressing issues promptly to maintain customer satisfaction.
• Accurately enter Return Goods Authorizations (RGA’s) into the Visual system, ensuring seamless returns processing.
• Maintain organized electronic and hard copy files, ensuring access and retrieval of critical information.
• Supports the Schafer Business Process by:
• Gain a deep understanding of customers' requirements to ensure optimal shipping methods.
• Maintain professional communication with Schafer sales team via phone and email.
• Support the Schafer front end sales order process and production planning process as needed to ensure a seamless and continuous flow to the customer.
• Coordinate with sales team to deliver accurate and competitive quotes to customers, diligently following up with customer contacts or sales representatives when needed.
• Engage with customers, make proactive outbound calls to potential customers, and follow up on leads to drive business growth.
• Understand customers' needs and identify sales opportunities to enhance customer satisfaction and increase sales revenue.
• Address potential customers' inquiries and provide additional information via email and phone calls promptly and professionally.
• Contributes to the overall effectiveness of the company by:
• Efficiently channel problems and/or complaints to the appropriate person for swift resolution, ensuring customer satisfaction.
• Uphold and support all Schafer Gear Works, Inc. policies and procedures to maintain high standards of operation.
• Proactively report to Manager when tasks cannot be completed, ensuring transparency and accountability.
• Provide valuable input and assistance in the implementation of quality improvements, contributing to continuous process enhancement.
• Resolve technical problems through effective communication with manager, ensuring minimal disruption to operations.
• Perform other job-related duties as required, demonstrating flexibility and a commitment to organizational success.

Knowledge, Skills, Abilities

• Experience:
• 0 - 2 years in customer relations, with a proven track record of managing and improving customer satisfaction.
• Experience and appreciation for a fast-paced, dynamic environment preferred.
• Technical Knowledge:
• Proficiency in Electronic Data Interface (EDI) systems is a plus.
• General understanding of ISO 9001 requirements and their application in business systems.
• Computer Skills:
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Teams) and Internet research.
• Experience with Visual Manufacturing software or similar ERP systems, with the ability to generate and analyze reports.
• Communication Skills:
• Exceptional oral and written communication skills, with the ability to convey complex information clearly and concisely.
• Strong business communication skills, including ability to draft professional emails and reports.
• Language:
• Fluent in English, with ability to communicate effectively with diverse teams and customers.
• Education:
• Associate degree from an accredited college or university, or equivalent professional experience.
• Additional certifications in customer relations, quality management, or related areas are a plus.
• Interpersonal Skills:
• Strong interpersonal skills, ability to build and maintain positive relationships with customers and colleagues.
• Demonstrated ability to work collaboratively in a team environment and adapt to change.
• Problem-Solving Abilities:
• Excellent problem-solving skills, with the ability to identify issues, analyze data, and develop effective solutions.
• Proactive approach to identifying opportunities for improvement and implementing solutions.

Working Conditions:

• Primarily manufacturing office working environment.
• Secondarily Air conditioned/heated manufacturing facility with possible exposure to noise; dust; fumes; physical, chemical, and biohazards; solvents, oils, and detergents.

Work authorization:

• United States (Required)

Schafer Industries is an EEO/AAP Employer:
Our company is committed to providing equal employment opportunity. This means that we make employment decisions on the basis of job-related qualifications, skills and abilities and not on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by law.

As a federal subcontractor, we also are required to take affirmative action, or proactive measures, to prevent discrimination.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled