Customer Service Representative

Job Description: A Customer Service Representative's (CSR) primary responsibility at ABLE is to possess an unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty. Successful representatives will render a variety of services and knowledge to our customer's regarding the converting industry through application of knowledge of our organization, its services and products.

The CSR interacts with company's customers to ensure we provide and process information that meets ISO standards in response to their needs, inquiries, and concerns about products and services in accordance with the company's guidelines & policies. Expectations for our Customer Service Representatives are not limited to learning and understanding fully our product knowledge, and take ownership of their position including assuming accountability for their work. Listening attentively, solving problems creatively, and using tact and diplomacy to build strong relationships with their team mates, supervisors, and customers is essential.

Duties & Responsibilities:

• Interact with prospective and current customers over the telephone, by email and/or fax
• Input and confirm back purchase orders to customer within one (1) business day
• Quote distribution (non-fabricated) products in accordance with Able's Sales Policy
• Obtain fabrication quotes from the Estimating Department and relay to the appropriate Sales Manager and/or customer
• Perform risk management analysis of customer purchase orders for fabricated, non-customer material parts
• Coordinate with Production, Purchasing, and/or Quality departments to update customers with the status on their open orders
• Receive customer feedback and/or complaints about orders and provide information to the appropriate department personnel
• Adhere to established Able company and Customer Service Departments policies, procedures, and guidelines
• Perform other duties as assigned by Customer Service Manager or his or her designee

Recommended Skills & Qualifications:

• Experience in customer service, preferably in the converting and/or distribution industry
• Excellent verbal and written communication skills
• Strong problem solving and analytical/research capabilities
• Strong time management, task prioritization, and multitasking skills
• Willingness to acquire an in-depth understanding of product life-cycle
• Good knowledge of the current version of Microsoft Office; familiarity with Enterprise Resource Planning systems (ERP) is preferred
• High School Diploma (or equivalent) required; college degree preferred
• Ability to work in a team setting
• Bilingual (English/Spanish) preferred, but not required