Customer Service Representative
Summary The primary purpose of this role is to manage customer accounts through proactive and reactive communication to maintain and grow sales as well as provide technical support to customers.
Perform, execute and coordinate all work including technical matters related to customer service activities.
Accountabilities Individual accountabilities Strong commnunication skills in an inbound enviroment, service customer requests for quotes and orders received through multiple channels of communication. Assist customers with accurate transactions and provide product information specific to the customer's industry. Build and expand customer relationships and help ensure replacement and increased business Handle RGAs credits and complaints.
Shared accountabilities Collaborate with cross-functional teams to provide required information to the customer (lead time, order status..
Etc) Act as liaison between the client and production unit by translating customer needs in meaningful data for the production/workshop Support sales department to reach the sales targets Key linkages & interfaces / most important stakeholders Customer Service Leader Cross-functional teams : Sales, Operations, Product Management, Procurement, Accounting External stakeholders - Customers Preferred skills and experience Strong iinterpersonal skills with high level of emotional intelligence, experience effect and patience, with the ability to handle difficult customers professionally Adaptable and flexible to changing circumstances and environments. Open to learning, ability to quickly acquire product knowledge and answer technical product related questions and make recommendations in a manufacturing environment. Strong analytical and problem-solving skills to handle complex customer issues. Proficiency in Salesforce and / or other CRM platforms, Microsoft Products, including Excel, Outlook, Power BI.
and ERP knowledge preferred Excellent verbal and written business communication skills, with the ability to explain technical information clearly. Prioritization and time management skills a must, ability to work in a multi-tasking environment with constant customer questions and demands. Minimum of 3 years of experience in business-to-business customer service experience, preferably in the manufacturing industry serving internal and external customers from quote to cash, being able to manage whole order processing. Bachelor's degree in business administration, Engineering, or a related field preferred.
Parameters for success (KPIs) Average turnaround time for quotes Average quote lines per CSR per week Average turnaround time for orders Average order lines per CSR per week Number of missed phone calls / month (in percentage of total calls received) Number of order entry errors resulting in an RGA Physical demands Frequently required to sit, stand, walk, talk and hear with frequent sitting in a standard office environment; uses hands to finger, handle or touch objects or controls.
Frequent data entry 50-90% of the time and frequent telephone use. Specific vision abilities required by this job include close, distance, colour, peripheral, depth vision and ability to adjust focus. Ability to work in a dynamic, fast-paced environment with frequent background noise in mostly an open office setting. The job may require occasional travel to different company locations within the US.