Customer Service Representative

Job Type

Full-time

Description

Purpose of the Position

At Press-Seal, the Customer Service Representative (CSR) is essential in delivering a quality customer experience by addressing inquiries, resolving issues, and supporting our sales initiatives. This role requires strong communication and problem-solving skills to effectively manage customer relationships, ensuring clients receive reliable service. The CSR is key to maintaining customer satisfaction, processing orders, and identifying opportunities for service enhancement.

Essential Duties and Responsibilities

Customer Interaction & Order Management

• Serve as the primary point of contact for customer inquiries via phone and email.
• May work directly with manufacturers and sales team to process customer orders, returns, and service requests accurately and efficiently.
• Maintain detailed customer records, including order history, concerns, and interactions.

Problem Resolution & Customer Satisfaction

• Address customer complaints and concerns with a focus on timely resolution.
• Will be able to direct customers to company website regarding installation, applications supplemental information
• Collaborate with internal teams to resolve order issues, shipping delays, or product-related concerns.
• Proactively identify and address service needs to ensure customer satisfaction.

Sales Support & Growth

• Identify opportunities to upsell or cross-sell Press-Seal products and services based on customer needs.
• Generate and qualify sales leads through customer interactions.
• Work closely with Territory Managers, Production and Logistics and other team members as required or requested to ensure high client satisfaction.
• Support sales initiatives by preparing reports and gathering relevant customer data.

Process Improvement & Compliance

• This position will be required to assist in producing accurate quotes for customers consistent with Company pricing policies
• Analyze trends in customer concerns and suggest process enhancements for improved efficiency.
• Adhere to company policies, including remote work guidelines (if applicable).
• Perform other duties as assigned.

Requirements

Qualifications

• Highly organized with the ability to prioritize workload effectively
• Self-directed and able to establish goals and manage time effectively
• Excellent communication and active listening skills.
• Strong problem-solving abilities with a service-oriented mindset.
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel).
• Experience with CRM or ERP systems is a plus.
• Ability to multitask in a fast-paced environment while maintaining attention to detail.

Education and Experience

• An associate degree is preferred.
• Minimum of 5 years of customer service or inside sales experience, preferably in a manufacturing environment.

At Press-Seal, your role as a Customer Service Representative will be instrumental in providing dependable service and supporting our ongoing commitment to customer satisfaction.