As a Customer Service Representative, you are an energetic, self-motivated individual who is well-versed in a Manufacturing environment and has a flawless reputation for putting the customer first. The primary mission of our Customer Service Representative is to provide top-notch support to our customers as well as our global sales team to help achieve our Company's revenue targets.
Key Responsibilities:
- Deliver an exceptional customer experience.
- Use excellent verbal and written skills to communicate effectively with customers, partners, and colleagues.
- Process order entry accurately and efficiently with keen attention to details as per our ISO compliancy requirements.
- Process invoices and prepare select documents for Shipping as needed.
- Collaborate with other departments to ensure orders are fulfilled on time and notify customers in advance if orders will be late.
- Participate in weekly Sales and Ops meetings.
- Input Cases in CRM for assigned accounts as needed.
- Maintain Contacts in CRM; manage emails and quotes in Accounts as required.
- Reconcile daily and weekly Sales, Orders and Order Book spreadsheets for reports as needed.
- Be cross trained within the Customer Service Team to provide support for other team members in their absence.
- Perform other duties as assigned by Management.
Key Qualities and Skills:
- Empathy, Respectful, Team Player. As a Customer Service Representative, you work well within an inclusive and diverse team culture as well as with an international customer base. You get along with different personalities and approach situations with a mindful perspective and a high level of professionalism.
- Adaptability, Determination. You adapt to change, embrace new challenges, and manage the unexpected with confidence and poise.
- Effective communicator. Customers, partners, and colleagues fully understand the information, situation, or ideas that you convey. You always use clear and positive language.
- Organized, Attention to Detail, Follow Up. You manage time effectively in a well-organized manner and workspace. You keep commitments and are driven to succeed with great attention to the smallest details and follow-up skills that impress our customers.
- Problem Solver. Ultimately, the responsibility of a Customer Service Representative is to create an alliance with each customer and to be an advocate for them before, during and after the order fulfillment process. The CSR will provide customers with answers but will also proactively ask key questions to understand issues with a clear focus on a resolution. This includes offering ideas to prevent issues from reoccurrence.
Qualifications:
- 1-3 years of B2B Customer Service or Administrative experience required.
- Basic proficiency in MS Excel.
- ERP experience, Sage 100 preferred, will train.
- CRM experience, MS Dynamics preferred, will train.
- Some college preferred.
Work Hours:
- This role requires 4 days a week onsite in Lakewood, NJ - local or (reasonable) commute only. No out of state applicants.
- Typical Hours are 8:30am - 5:00pm