The Customer Service Representative is a key member of the EDCOAT Customer Service team. This full-time position is based in New Carlisle, IN and reports to the Divisional Controller. This is a position with normal working hours of Monday to Friday between 8:00AM - 4:30PM. Some weekends are required on an on-call basis and are done remotely based on a rotating schedule. This individual is responsible for serving as the liaison between the customer and the company, ensuring accurate receipt of customer’s metal, order entry, scheduling, processing, and shipment, and invoicing. This position’s primary function also involves performing any necessary order follow-up. The Customer Service Representative will be accountable for complying with all applicable company standards and government regulations. Success will be defined by the employee’s ability to process customer’s orders in a manner that is both accurate and timely.

Essential Duties & Responsibilities

An individual in this position must be able to successfully perform the essential duties and responsibilities listed described. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.

• Correspond with customers and vendors via telephone and/or electronic mail concerning requests for information regarding service or product availability, delivery, pricing, billing, technical details, status of accounts or other matters in a manner that will maintain good customer/vendor relations.
• Contact other departments and locations within our organization and customer’s organization as necessary to obtain and provide information related to customer inquiries and orders.
• Entering data into a computer system to document inquiries and customers’ orders. This includes quoting per established guidelines, creating new raw material, wip, and finished goods parts as well as all routings, bill of materials, and complete specifications for each part and/or each order.
• Creating purchase orders to be able to receive and segregate customer’s metal and paint for other customer and company owned materials.
• Entering information also includes applying technical knowledge of paints, metal, and general customer knowledge.
• Enter data in the recap system that allows for Monthly Reconciliations to be done which accounts for every pound in/out for all the process for the individual customer in a given month. This includes printing out summaries of the individual processes and supporting documentation for any rejection.
• Take action to solve customer’s complaints or problems through coordination with other customer service reps, production, shipping, sales, and accounting. Includes follow up with customer to notify them of the results and planned adjustments.
• Direct floor personnel as to scheduling priorities and clarify any discrepancies between paperwork and questions as they relate to the specific order(s) or part(s) as it relates to inventory, processing, receiving, and shipment.
• Collect and match invoices and purchase orders for approval and coding, then send to accounts payable. Provide assistance to manufacturing when software issues encountered with processing customer orders.
• Other duties as assigned.

Competencies

• Active Listening: Paying attention to what customers are saying and asking questions as appropriate.
• Reading Comprehension: Interpreting customer safety rules, operating and maintenance instructions, and procedure manuals.
• Speaking: Talking to customers and other employees to convey information clearly and effectively.
• Social Perceptiveness: Awareness of customers’ reactions and understanding why they act as they do.
• Mathematical Reasoning: Selecting the right formulae to calculate discounts and percentages.
• Written Expression: Creating routine documents which are understandable and appropriate to the audience.

Qualifications

• Informing the Divisional Controller of any potential issues with customer to proactively minimize customer complaints or problems.
• Being willing to learn and become proficient in new skills as directed by the Office Manager
• Ability to understand our processing capabilities and design the appropriate routing to meet the customer’s specifications.
• Performing other jobs not directly related to customer service as directed by the Divisional Controller.

Working Environment

While performing the duties of this job, the employee is frequently required to sit and use hands to handle objects, tools or controls and sit; talk or hear. The employee is occasionally required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. Close vision and ability to adjust focus are necessary. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

About EDCOAT, LLC
In 1998, EDCO Enterprises expanded and opened EDCOAT, LLC (“EDCOAT”). EDCOAT operates in a 260,000 sq ft facility in New Carlisle, IN and provides coating for all types of metals including aluminum, cold rolled, galvanized, stainless steel and more to a wide range of customers throughout North America.
For over 25 years, EDCOAT has been a leader in the coating and slitting industry. We, as a team, continue to set the standard for quality, service, and innovation. Every employee contributes to our success. Know you will be challenged and rewarded – and success is shared because we’re in it together. EDCOAT is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Learn more by visiting www.edcoat.com/job-opportunities.