Customer Service Specialist

Who You Are

You’ll be a reliable, results-oriented, high-quality-of-work person who is driven to succeed in a highly team-oriented environment. You will be willing and able to work with others to achieve goals and objectives within a specified timeframe. You will thrive on servicing our customers, managing house accounts, and the sensation of a job well-done.

If you want to grow a business, express the best part of yourself, and have a major impact on a company’s business growth, this is an ideal role for you. You will grow and develop new skills and have adventures you’ve likely never experienced before.

Why This Role Matters

This is an opportunity to support a fast-paced, innovative company. We provide engineered particle foam solutions to customers through a variety of products. There are 3 keys to success in this role:

Supporting our Current Customers – Providing exceptional customer service to address order specific questions for all customers.

Managing House Accounts and New Prospects – meeting targeted goals including contribution margin with current customers that are assigned to Customer Service and qualifying new customer leads.

Supporting the Operations Team - Partnering with Order Entry, Scheduling, Purchasing, and Manufacturing to ensure that all of our customer's needs are met to their expectations.

Who Your Customers Are And How This Role Delivers Value To Them

Your external customers are our customers. Your internal customers will be the Plymouth Foam team overall. You’ll provide value to both via being a reliable, trusted, grounded, individual. They’ll know you have their back and bring them a high-quality product in an efficient manner because your work is timely and of a consistently high standard.

Responsibilities

• Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.
• Field calls, determine new or existing account, handle as needed.
• New Customer Qualifications from website and phone leads.
• Opportunity assessment and entry into ERP system.
• Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking.
• Provide quality service and support in a variety of areas including, but not limited to: quotations, billing, placing orders, and quality and delivery troubleshooting.
• Troubleshoot customer issues over the phone.
• Use problem-solving tools to analyze the customer’s situation.
• Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company. Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
• Responsible to manage customer scorecards.
• Assist in the development of customer service surveys. Responsible for compiling and generating reports as they relate to customer service surveys.
• The customer service representative will provide information to customers in response to inquiries about products and services, in addition to quotations for “house accounts” interested in new business.
• The representative will receive, review and submit orders to order entry. Will enter as time permits.
• The representative will also explain the features and benefits of working with PFI.
• The customer service representative will receive, document and resolve customer complaints and align with the outside sales and inside sales team as needed for issue resolution.
• This role is a critical part of an “order to remittance” process team.

Systems Used

• Plex - an online ERP system designed to streamline processes and information across the entire organization
• Google, Microsoft Office

Requirements

• Professional judgment when working with customers and employees; deal effectively and professionally with a wide variety of people and situations; maintaining integrity.
• Communicate effectively: In person, over the phone, and in writing.
• Use of electronic tools provided including, but not limited to, cell phone, computer and Plex ERP.
• Communication and writing, clear and understandable with the customer and outside relationships.
• Plan and organize work effectively.
• Problem analysis and problem-solving skills. Ability to analyze problems, propose reasonable solutions, ask logical decisions, carry out decisions made and follow up with feedback as appropriate.
• Must be able to effectively interact and communicate with all necessary departments

Compensation

The range for this position begins at $20-$21/hr. Compensation is commensurate with work experience and market. This role is full-time. Bonus structure TBD based on both your performance and the company’s performance.

Benefits

Plymouth Foam offers a variety of benefits, including: Health Insurance, access to the Center for Health & Wellness, Dental Insurance, Vision Insurance, a Company Sponsored Life Insurance plan, Short Term and Long Term Disability Insurance, a 401(k) plan with a matching contribution, Vacation Time, Holiday Pay, and discounted membership to an on site CrossFit gym.

Job Type: Full-time

Pay: $20.00 - $21.00 per hour

Benefits:

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

Shift:

• 8 hour shift
• Day shift
• Night shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Ability to commute/relocate:

• Plymouth, WI 53073: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 2 years (Required)

License/Certification:

• Driver's License (Preferred)

Work Location: In person

Salary : $20 - $21