Customer Service Representative

Are you passionate about providing exceptional service? Do you thrive in a fast-paced, environment? Do you love to solve problems? Look no further! We’re seeking a Customer Service Representative to join our team.

About us: We are a growing acoustical product manufacturer who is forward thinking, believes in continuous improvement that values integrity and innovation.

Brief Summary: The CSR or Customer Service Representative serves as the first point of contact for customers who have questions or issues related to a company’s products or services.

ACTIVITES/TASKS

• Manage a high volume of incoming phone calls.
• Answers / manages phone calls, voice mails, emails, and other communications. Fields all customer inquiries and responds to / manages same. Directs customers to other staff when additional technical assistance is needed.
• Generate sales leads or upsell opportunities if possible
• Identify and assess customer needs to achieve satisfaction
• Build sustainable relationships with customer accounts through open and interactive communication
• Troubleshoot and investigate customer inquiries or complaints.
• Ensure excellent service standards and maintain high customer satisfaction.
• Participates in the daily management process every day. As for all team members, this role also tracks / plots data as assigned, and leads problem solving initiatives as assigned.
• Supports and fully participates in the company’s continuous improvement processes. “Follows and Lives” the company’s stated values.
• Flexibility to work extended hours and overtime as required to support inquiries Nationwide
• Uses customer complaints and review feedback to improve website design, service offerings, and customer satisfaction. Assists with responses and resolution of customer issues and complaints.
• Oversees corrections and improvements to product offerings to ensure accurate, competitive product positioning.
• Regularly evaluates competitors with respect to pricing, delivery, service, quality, etc. and works with required production, sourcing, and web developers to offer best value in the industry.
• Other duties and projects as may be assigned.

PHYSICAL REQUIREMENTS

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
• Extensive time spent sitting at a desk typing and speaking on phone
• Ability to work in a high stress, face paced environment
• Periodically subject to construction or warehouse environments

PROFESSIONAL COMPETENCIES DESIRED

• AS degree in related field or relevant work experience in manufacturing / ERP environment. BS degree preferred but not required.
• APICS or similar certifications preferred. (Company supports earning or continuing relevant certifications)
• A minimum of 3 years’ work experience in a customer service role required.
• High proficiency in Microsoft Office suite required. ERP data entry experience preferred.
• Self-motivated, high-energy level and a “willingness to go the extra mile”.
• Excellent writing and verbal communication skills.
• Strong follow-through skills to complete tasks “on time” and accurately.
• Knowledge of Bill of Materials and Production Routers.
• Excellent communication skills and a positive attitude
• Strong problem-solving abilities
• Patience and empathy
• Ability to multitask and prioritize effectively
• Quick learner who pays attention to detail

SAFETY REQUIREMENTS

• Adheres to Acoustical Solutions Health & Safety manual
• Attends all company safety meetings.
• Ability to lift 25 pounds.
• Wears appropriate PPE when required.

PERKS:

• Competitive salary and benefits package
• Opportunities for growth and advancement
• Fun supportive team culture