Customer Service Representative (internal account manager)

We are dedicated to creating value for our customer, by providing superior products and services. We will continuously strive to improve our Safety, Quality and Professional abilities.

Overview:

Are you a bigger suggestions kind of person? an energetic, customer focused individual who is wanting to advance in their career and join our Customer Service team. The Customer Service Representative (CSR)/ account management works under supervision, to deliver the highest level of quality service to both internal and external customers. The CSR receives and responds to customer calls, inquiries, requests and complaints, and investigates each to resolution. This position is responsible for delivering superior customer service in a prompt, respectful, and courteous manner. The CSR is responsible for providing effective customer service by utilizing knowledge of an ERP system and customer requirements, while collaborating closely with Production, Sales, Purchasing, and any other impacted function. This is NOT a sales role. Or traveling role, This is more of an internal account management/ service role.

.Primary Responsibilities

• Responsible for timely and accurate daily entry of information associated with incoming customer orders, change requests, and status while ensuring integrity, accuracy, and confidentiality.
• Process new customer orders and changes according to established departmental policies and procedures within the ERP system, providing reports and data information as needed.
• Establish and maintain professional business relationships with Sales, Managers, Accounting, Shipping, and Manufacturing to assure proper expediting and order processing.
• Initiate and respond to telephone calls, e-mails, and other correspondence in regards to expediting orders, providing lead time information, checking outstanding order status, resolution of customer supply issues, etc. for customer inquiries.
• Confers with production, shipping, warehouse, or carrier vendors to expedite or trace missing or delayed shipments.
• Identifies delivery problems and proactively consults with proper company personnel and then provides best resolution for our customers.
• Ensure accurate and timely fulfillment of orders to customers in the most cost efficient way.
• Champion demand forecast improvement initiatives improving visibility of customer demand / needs.
• Process data and other required information for billing and invoicing.
• Learns all product lines to the degree required to competently interact with both internal and external customers, recognizing primary responsibility may be directed toward one product line or one customer.
• Track record of effectively resolving customer related issues, improving processes and helping in efficiency.
• Participates in training as required to keep up to date on new parts, customer requirements, standards, etc.
• Notifies facility if special labeling is required for shipment and in some instances supplies to the shipping department.
• Generates correspondence for additional customer information to resolve customer disputes.
• Initiates sales return orders for returns, credits, price adjustments, etc. according to the sales return policy.
• Communicate with customers, sales team members and other employees in a courteous, calm, and professional manner with regards to new orders, general inquiries, account problems, customer concerns and suggestions.
• Maintain post-sales contact with clients in order to facilitate a positive and productive long-term relationship while reporting customer suggestions and feedback.
• Qualifications
• Minimum High School Diploma or GED
• 2-3 years in customer service or similar role
• Must be proficient in Microsoft office, excel, word
• Method systems experience a bonus but not required
• Minimum of three (3) years’ experience in customer service preferably associated with sheet metal stamping, fabrication, powder coating, and / or assembly in a manufacturing environment with Low to High volume and a high mix environment.
• Proficient computer and keyboarding skills with an advanced understanding of NAV/ ERP applications and Microsoft Office Applications.
• Strong verbal and written communication skills, with an ability to express complex technical concepts in business terms.
• Strong active listening skills; gives full attention to what other people are saying, taking time to understand the points being made, asking questions when appropriate, and letting others fully state their ideas.

Job Type: Full-time

Pay: $19.00 - $25.00 per hour

Expected hours: 40 per week

Benefits:

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

Experience level:

• 2 years
• 3 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Application Question(s):

• Please provide us with the best contact phone number and email for application updates.

Experience:

• Manufacturing: 1 year (Preferred)
• Microsoft Office: 1 year (Required)
• ERP systems: 1 year (Preferred)
• Customer service: 3 years (Required)
• Account management: 1 year (Required)

Ability to Commute:

• Watseka, IL 60970 (Required)

Work Location: In person