Customer Service Representative (Manufacturing) - Full-time / Part-time

Customer Service Representative

Full -Time opportunity for a Customer Service Representative with an international manufacturing company. Under limited supervision from the Manager, Customer Service & Shipping, the Customer Service Representative has primary responsibility to ensure our customer s needs specific to Product information, pricing, availability, order entry, delivery, repair & calibration coordination, and shipping.

Essential Job Responsibilities:

• Maximize customer satisfaction rating by gathering customer information, fulfill customer needs, educate customers including but not limited to: product selection, configuration, options, warranty, repair, delivery, price and credit options.

• Professionally handle incoming requests from customer and ensure that issues are resolved both promptly and thoroughly

• Maintain a balance between company policy and customer benefit in decision making handling issues in the best interest of both the customer and company.

• Maintain Customer Accounts in SAP ERP system.

• Perform various functions & tasks within each function including, but not limited to: Sales Order Entry, Inbound Repair Processing, Outbound Repair Shipment Processing, Customer Repair Approvals, & Sales Shipments.

• Handle returns and credits

• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer s experience and proficiency within the department.

• Other miscellaneous duties as assigned. Experience with SAP ERP business application viewed as significant differentiator.

• Other duties as assigned.

  Specific Technical Responsibilities:

• Communication skills: Customer Service Representatives need strong communication skills to answer customers clearly. They must understand and communicate information effectively in writing, by phone, or in person.

• Customer-service skills: Companies rely on representative to help retain customers by answering their questions and complaints in a helpful, professional manner, and timely manner.

• Interpersonal skills: Creating positive interactions with customers is an essential part of a representative s job.

• Listening skills: Representatives must listen carefully and understand a customer s situation in order to effectively help them.

• Patience: Representatives must be patient and polite, especially when interacting with difficult or irate customers.

• Problem-solving skills: Representatives must determine solutions to a customer s problem. By resolving issues effectively, representative contribute to customer loyalty and retention.

  Minimum Skill Sets and Competencies:

• Experience with SAP ERP business application preferred.

• 5 to 10 plus years related work experience with a manufacturing company.

• Excellence advocate, Voice of the Customer.

• Strong computer software application skills, data analysis and results presentation skills.

• Demonstrated experience with customer service policy and work process development.

• Excellent oral and written communication skills, professional phone communication skills.

• Demonstrated aptitude for attention to detail and thorough follow through.

  Additional Knowledge/Skills/Abilities:

• Promote process best practices

• Excellent interaction skills

• Works well with teams or in a team environment, with the ability to work independently

• Strong ability to Multi-Task

  Travel Requirements:

• 0 to 10%

Associated topics: agent, call center representative, csr, customer care associate, customer care representative, customer care specialist, phone, platform support, service, system support