Overview

Great Day Improvements Manufacturing (Macedonia, OH) - Senior Customer Service Representative

As of the Senior Customer Service Representative, you will support the activities (day-to-day and development) of all individuals working within their designated area of responsibility.

Pay range : $25.00 - $28.00 per hour

Responsibilities

• Support the Customer Service Manager with the day-to-day running of your designated area of responsibility.
• Support the Customer Service Manager through the investigation of process improvements, making recommendations for process improvements.
• Maintains customer service work instructions and / or procedures
• Prepares shipping documents as required.
• Communicates openly with others, keeping them informed of issues and progress.
• Responsible for training and maintaining a backup Customer Service Rep during any absence.
• Coach, mentor, and support the development of all customer service teams.
• Promotes and maintains positive team environments.
• Help the Customer Service team with challenging customer service issues.
• Provide the highest level of service to customers' questions regarding materials, services, etc.
• Update customers on the status of jobs.
• Develop strong working relationships and collaborate / work with other functional areas of the business to meet customer requirements.
• Upload all shipping manifests for affiliate customers.
• Maintain production schedule, adding all batches daily and checking for completion.
• Update backlog and production reports.
• Assist in tracking and receiving custom items as needed.
• Print all labels and paperwork required for daily production.
• Backup scheduler and other customer service areas as needed.
• Other duties as assigned.

Qualifications

• Minimum 3 (three) years of customer service experience with increasing responsibilities or supervisory experience is required.
• Experience in a manufacturing environment preferred.
• Lean Six Sigma is a plus.
• Able to occasionally lift up to 20 lbs.
• Knowledge of customer needs assessments, meeting service quality standards, and customer satisfaction evaluation.
• Forward thinker- anticipates and plans to deal with issues / problems and elevate as required.
• Knowledge of any applicable customer-specific requirements
• Relationship builder : This person recognizes the importance of positive relationships and continually works to sustain them with internal and external customers and contacts.
• Excellent verbal and written communication skills.
• Ability to multi-task.
• Ability to maintain composure under pressure.
• Detail-oriented individual with experience in customer service and data entry.
• Problem-solving and analytical ability as it relates to resolving customer issues.
• Use Critical thinking to identify strengths and weaknesses of solutions to problems.
• Strong computer background with a working knowledge of Microsoft Office packages, including Outlook.
• Ability to work independently without the need for daily direct management

GDI is an Equal Employment Opportunity Employer

INDGDIM

Last updated : 2024-05-01