Job Title: Customer Service Representative

Location: STX I, Huntersville, NC

Reports To: Customer Relations Manager

SCOPE OF POSITION:

The Customer Service Representative is responsible for professionally managing incoming requests from customers and ensuring that issues are resolved promptly and accurately. They will provide exceptional experience for our customers at SAERTEX USA LLC, playing a critical role in building customer relationships and representing the organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Ability to prepare quotes and follow up with customers
• Assist customers with order processing
• Troubleshoot customer issues/inquiries
• Work with quality department on NCR resolution
• Coordinate resolution of customer account issues proactively and efficiently
• Maintain accurate, well-organized, updated, and accessible customer records
• Interface with sales, engineering, manufacturing and other department team to promote positive buying experience for our customers
• Take ownership of customer issues/inquiries until full resolution
• Strive for same day PO Summary turnaround
• Participate in special projects and perform other duties as assigned
• Prepare shipments and get quotes for shipping

SKILLS:

• Excellent customer service and people skills (active listening, verbal communication, empathy, conflict resolution and problem solving)
• Inside sales experience
• Ability to manage multiple projects simultaneously
• Strong attention to detail and accuracy
• Strong sense of urgency
• Ability to follow through on projects to closure
• Ability to work well collaboratively as well as independently
• Understanding of different units of measure / conversions
• Solid basic computer skills (MS Office suits, Outlook, Excel, etc.)
• A strong memory/re-call
• Must be self-motivated

REQUIREMENTS:

• Minimum two (2) years' customer service/inside sale experience in similar industry
• SAP experience a plus
• The ability to establish and maintain appropriate relationships with customers
• Foreign language : Spanish or German will be a plus

Preferred:

• Composite Background and/or textile industry experience
• Bachelor's Degree (BS/BA) in Composite or textile concentration

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing 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 can be exposed to work near moving mechanical parts. A small percentage of work time is spent in the plant where temperatures are hot or cold (seasonally) and noise level can be moderate to high.

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 regularly required to stand sometimes in excess of 7 hours and use hands to handle or feel. The employee must frequently lift and/or move up to 100 pounds. Specific vision abilities required by this job include Close vision, Distance vision, Peripheral vision, Depth perception and Ability to adjust focus. While performing the duties of this Job, the employee is regularly required to stand; walk and talk or hear. The employee is frequently required to reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl.