Customer Service Representative

GENERAL SUMMARY OF POSITION:

The Customer Care Representative is responsible for delivering exceptional service to all Icon Protection customers, both internal and external. This is achieved through excellent, clear communication and a comprehensive understanding of the company's products, services, policies, and procedures.

This role serves as a crucial connection between customers and the onsite manufacturing/shipping departments. The Customer Care Representative primarily focuses on managing the entire order fulfillment process, from initial placement through final delivery. This involves direct collaboration within the manufacturing area with the shipping team, production floor personnel, and logistics partners to ensure all customer orders are completed accurately and on time. A key aspect of the role is proactively addressing any potential issues to maintain high levels of customer satisfaction. This position provides support to both Domestic and International customer bases. Due to the nature of this position, this position is required work onsite, at the manufacturing location.

CORE & ESSENTIAL FUNCTIONS:

TASKS:

• Provide customers with accurate, clear, and concise information regarding products, services, pricing, order status, shipping, and company policies
• Collaborate with sales, marketing, purchasing, production, and shipping/receiving teams regarding customer orders, forecasts, and inventory accuracy
• Process and manage customer orders from initial entry to final delivery
• Suggest recommendations to customers to optimize product mix and increase sales in orders, including suggestive selling and upselling of add-on items
• Ensure the shipping team is fully informed of all freight details on all orders
• Determine the best-fit warehouse for order fulfillment operations based on customer location
• Serve as the primary point of contact for customers regarding order status, shipping inquiries, and delivery expectations
• Collaborate daily with the onsite shipping department and management to track order progress, confirm shipment readiness, and resolve any discrepancies to provide real-time updates and responses to customers
• Communicate proactively with customers regarding any changes to their order status, shipping delays, or potential issues
• Coordinate with management on manufacturing schedules and product availability to meet customer delivery timelines
• Investigate and resolve customer complaints or issues related to shipping, product damage, or incorrect orders in a timely and professional manner
• Work directly with the shipping department to arrange returns, exchanges, or re-shipments as needed
• Process customer returns following established departmental policies and procedures
• Document all customer interactions and resolutions accurately in our system
• Provide clear and concise communication to customers, ensuring they are informed throughout the resolution process
• Act as a liaison between customer care and the manufacturing/shipping teams, providing essential customer feedback and requirements
• Participate in regular meetings with the shipping department to discuss upcoming shipments, potential bottlenecks, and process improvements
• Gather feedback from both customers and internal sources regarding order fulfillment and customer service processes. Provide this valuable input directly to your manager to support ongoing process improvement initiatives
• Work closely with the credit department and shipping warehouse to resolve disputed credit items
• Address customer issues and ensure effective and long-term problem resolution
• Follow up to ensure that all requests and/or problems are resolved satisfactorily
• Maintain accurate customer records and order details
• Assist with other customer service duties as required, including answering general inquiries and providing product information
• Maintain customer account information and communicate with other departments, as needed
• All other duties as assigned

QUALIFICATIONS, KNOWLEDGE, AND SKILL REQUIREMENTS:

Proven customer service experience in a manufacturing environment, as well as experience working with an independent sales team, is preferred. Inside sales experience is valued. Familiarity with shipping processes, logistics, and supply chain operations is highly preferred. SAP, Great Plains, Infor, Salesforce, or other CRM system experience preferred. Proficiency in using Microsoft Office Suite applications is required. High school diploma or equivalent preferred. In lieu of a degree, a comparable combination of education, job-specific certification(s), and experience (including military service) may be considered. Must have a strong attention to detail and accuracy. Must be highly organized and able to manage a high volume, fast-paced environment. Demonstrated ability to effectively manage and prioritize a wide range of tasks in a dynamic, highly collaborative, and people-focused atmosphere. Ability to remain calm and professional under pressure. Demonstrated aptitude for problem-solving; ability to determine solutions for customers. Must be results-oriented and able to work both independently and within a team environment. Must possess excellent verbal and written communication skills.

EQUAL OPPORTUNITY EMPLOYER

Icon Protection, Inc. is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, ancestry, military status, protected veteran status, marital status, gender identity or expression, transgender status, citizenship, sexual orientation, age, disability, or any other legally protected characteristic under applicable law.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person