Customer Service Representative

Key Responsibilities

• Provide customer service support via telephone, fax, or email.
• Obtain, analyze, and verify the accuracy of order information.
• Initiate and/or implement corrective action to maintain service standards and customer satisfaction.
• Identify and contribute to the generation of potential sales leads.
• Plan and develop specific target markets and service packages in conjunction with project managers, territory account managers, and data entry clerks.
• Answer customer service calls within the first three rings.
• Receive, process, and verify the accuracy of orders using the company's internal CRM/Axapta mainframe system and customer purchase orders.
• Perform data entry.
• Initiate required action for customer service requests for order changes, including maintenance of order/customer information files and communication of changes to appropriate departments.
• Assist in proofreading entered orders and ensure correct codes are applied prior to final confirmation.
• Collaborate with the scheduling/production department to ensure orders meet customer expectations.
• Handle or refer complaints of product or service failure to the appropriate department for investigation.
• Conduct follow-up phone calls within 3 hours to respondents with concerns or questions.
• Prepare price quotations on items not contained in the price book.
• Work with other branch/regional locations to resolve problems, facilitate solutions, and enhance customer service offerings.
• Answer customer's technical questions regarding products and services.
• Modify quote status once an order has been placed for visibility and uniformity amongst the sales team.
• Attend regular customer service department meetings.
• Support and participate in the organization's continuous improvement program and product training courses.
• Perform other related duties and provide back-up support to other group members as assigned by management.

Requirements & Tech Stack

• Proven work experience in customer service.
• Proven prior professional office setting experience required.
• Experienced user of Microsoft Office suite.
• Data entry experience.
• Must be able to multi-task, be organized, efficient, and accurate.
• Must have excellent communication (written and oral), interpersonal, conflict management, and time management skills.
• Listening skills and data collection with attention to detail are essential.

Qualifications

• Associates degree with 0-2 years related glass and aluminum work experience highly preferred.
• Ability to calculate discounts, interest, commissions, fractions, proportions, percentages, area, circumference, and volume.
• Ability to apply concepts of basic algebra and geometry.
• Manufacturing background preferred.

Compensation & Benefits

• Pay: $18/hour - $22/hour
• Day Shift Hours, OT as needed
• Benefits starting DAY ONE: health, dental, vision, and life insurance benefits, short/long-term disability coverage.
• 401k employer match (100% vested and immediately part of financial plan after one year).
• Health Savings Account (HSA) employer match (100% vested immediately).