Customer Service Rep

Metal Components LLC

Job Description

Job Title: Customer Service Representative

Department: Customer Service

Reports to: VP of Sales, QA, ENG

FLSA Status: Exempt

SUMMARY

The Customer Service Representative works with clients who have orders, complaints, or require information about products/services purchased from the organization. They provide solutions that fit those individualized situations and prioritize the customers' needs at each step of the process.

PRIMARY RESPONSIBILITIES (Other duties may be assigned by supervisor)

• Manage product orders from placement to delivery including returns.
• Interface with both internal and customer based computer systems to process and manage orders.
• Work with customers to address shipment delays, product shortages and date change requests.
• Maintain a positive attitude and calmly respond to customer concerns, issues and questions as they arise. Refer issues and questions to management when necessary.
• Track specific commitments to customers to ensure we are delivering on our promises and work with coworkers to address issues as they arise.
• Gather customer feedback and report to the relevant departments for quality improvement.
• Assist with the creation of new customer accounts.

KNOWLEDGE AND SKILL REQUIREMENTS

• High school diploma, GED, or suitable equivalent and 2+ years of work experience in a similar role.
• Strong attention to detail in both review and entry of data.
• Strong interpersonal and customer service skills.
• Punctual and dependable, placing high priority on producing throughout scheduled hours.
• Ability to manage time effectively and prioritize to meet deadlines.
• Proven ability to solve problems using independent judgement and analytical skills.
• Motivation and strong desire to take on new challenges and learn as much as possible.
• Manufacturing ERP system(s) experience is a plus.
• Ability to share work among a customer service team.
• Observance and adherence to company policies.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is frequently required to stand; use hands to feel or handle; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to twist, stoop, walk, and carry within the following parameters. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 20 pounds, and occasionally lift and/or move up to 30 pounds. Specific vision ability required by this job includes close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORKING CONDITIONS

• Working conditions are normal for an office setting within a manufacturing environment.