Customer Service Representative

Job Overview
We are seeking a dedicated and enthusiastic Customer Service Representative to join our team. In this role, you will be the first point of contact for our clients, providing exceptional service and support. You will handle inquiries, resolve issues, and ensure a positive customer experience. The ideal candidate will possess strong communication skills, a passion for helping others, and have customer service experience within manufacturing.

Primary Duties & Areas of Responsibility:

· Main Contact for all customers.

• Interfaces with all departments internally for any problems or needs of the customer
• Interfaces with all customers in order to correct any issues that may include but aren’t limited to status of orders, engineering issues, non-payment issues and internal needs for information
• Facilitate any customer returns and make sure they are dealt with promptly to eliminate any customer work stoppages
• Host status meetings, as requested, by the customer.
• Expedite parts that are deemed critical need by the customers
• Authorize expedite charges if needed
• Follow up with production on a daily basis for status updates on critical need items
• If needed authorize overnight shipment
• Send out Market feedback survey to all customers to measure level of service being provided
• Present metrics to the Management review Board and internal personnel
• Special Projects
• Manage special projects/programs on occasion from Purchase order to shipment as assigned
• Various problem solving for all departments on extraordinary issues that are customer related
• Determines customer service requirements by maintaining contact with customers; visiting operational environments; forming focus groups; benchmarking best practices; analyzing information and applications at each facility

Other Duties: This job description is not designed to contain a comprehensive listing of activities, duties or responsibilities that are required for this job. Activities, duties & responsibilities may change at any time with or without notice.

Knowledge, Skills, & Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· This position must meet Export Control compliance requirements, therefore a “US Person” as defined by 22 C.F.R. §120.15 is required

· Strong ability to communicate effectively while maintaining integrity for oneself and the company. Must be able to present both in person and virtually in front of a group large or small.

· Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

· Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

· Meets commitments, works independently, accepts accountability, handles changes, sets personal standards, stays focused under pressure, meets attendance/punctuality requirements.

Knowledge of Microsoft Excel Spreadsheet software and Microsoft Word Processing software is required.

Additional Information

Minimum Education and/or Experience

Associates Degree in a related field of study or minimum five (5) years related CSR experience at a manufacturer and/or training; or equivalent combination of education and experience.

Preferred Education/or Experience

Bachelor's degree (B. A.) from four-year College in a related field no minimum years of related experience

Supervisory Responsibility

Not required for this position

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Sit for 60% of the time

· Walk for 15% of the time

· Talk and listen for 25% of the time

Work Authorization: U.S. citizenship is a requirement for this position as TIGHITCO is subject to ITAR compliance. Applicants must meet the definition of a “US person” as defined by 22 C.F.R. §120.15 for purposes of Export Control compliance requirements.

AAP / EEO Statement: TIGHITCO, Inc. is an equal opportunity employer with a standing policy of non-discrimination. This means that all qualified persons are afforded equal opportunity in all aspects of employment including hiring and promotion without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, genetic information, status as a protected veteran or status as a qualified Individual with a Disability, or any other characteristic protected by applicable federal, state or local law.

Job Type: Full-time

Pay: $50,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Ability to Commute:

• Berlin, CT 06037 (Required)

Ability to Relocate:

• Berlin, CT 06037: Relocate before starting work (Required)

Work Location: In person

Salary : $50,000 - $65,000