CUSTOMER SERVICE REPRESENTATIVE

Summary/Objective

A customer service representative will act as a liaison, providing product information and working to resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Duties/Responsibilities

• Process purchase orders and requests for quote, acting as the intermediary between the customer and manufacturing/engineering. Identify and assess customers’ needs to achieve satisfaction. Able to analyze customer forecasting and place sales orders accordingly.
• Build sustainable relationships and trust with customer accounts through open and interactive communication. Take a leadership role in dealing with customer expectations; able to adapt to changes easily.
• Provide accurate, valid and complete information by using the right methods/tools
• Process customer complaints between the customer and the quality department, help to ensure that they are provided appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents
• Take the extra mile to engage customers
• Be able to complete some basic reporting
• Manage incoming calls and emails

Duties, responsibilities, and activities are not limited to list above and may change at any time. Reasonable accommodations may be made to perform the essential functions.

Required Education & Experience

• Proven customer support experience or experience as a client service representative
• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• Proficient in Office
• Advanced Excel Experience (VLOOKUP & pivot tables)
• At least 5 years of demonstrated experience in a Customer Service Representative (CSR) role, showcasing a strong track record in customer support and problem-solving

Physical Requirements & Work Environment

This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This is a largely sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary. This position may occasionally lift to 25 pounds. Reasonable accommodations may be made to perform the essential functions.