What are the responsibilities and job description for the Customer Service Representative position at Comar?
CUSTOMER SERVICE REPRESENTATIVE
“Come build a Career with our Growing, Fast-Paced, Customer-Focused Company that fosters Training & Professional Development!”
Are you a Business Service professional looking for a new challenge and an exciting opportunity to advance your knowledge, skills and career in a great working environment? Would you like to have a job that rewards performance and offers competitive compensation and benefits?
We are looking for a hardworking and enthusiastic Customer Service Representative to join our team and help us drive Operational Excellence throughout our network.
THE ROLE
Service & Responsiveness
“Come build a Career with our Growing, Fast-Paced, Customer-Focused Company that fosters Training & Professional Development!”
Are you a Business Service professional looking for a new challenge and an exciting opportunity to advance your knowledge, skills and career in a great working environment? Would you like to have a job that rewards performance and offers competitive compensation and benefits?
We are looking for a hardworking and enthusiastic Customer Service Representative to join our team and help us drive Operational Excellence throughout our network.
THE ROLE
Service & Responsiveness
- Understand customer expectations; maintain and improve service levels within assigned customer base.
- Respond in a timely manner to customers via email and/or phone.
- Provide order confirmations within 24 business hours.
- Process customer complaints within 24 hours.
- Maintain existing revenue and profit within current assigned customer base.
- Support account managers and provide proactive daily management of customers business.
- Process requests for samples, quotes, and drawings within customer expectation.
- Provide responsive and reliable service to customers as both the main Customer Service Representative (CSR) as well as the assigned back up.
- Identify and communicate business at risk; work with internal team to resolve issues and mitigate lost business.
- Access and adhere to department Standard Operating Procedures (SOP’s) for daily process and procedures, including but not limited to, order entry, customer complaints, pricing, samples, ECO notifications, and credit requests.
- Complete workflow approval of acceptance of changed and/or new Customer Service SOP’s.
- Utilize internal escalation process for business at risk and all other situations that would apply.
- Increase system proficiency and become a power user in the Enterprise Resource Planning Software, IQMS and the Customer Relationship Management system, SDFC.
- Drive to reduce CSR created errors and errors that result in parts being returned or credit being issued.
- Proactively promote new products to customers.
- Obtain a clear understanding of products and capabilities for all Comar facilities.
- Provide reliable responses to customer inquiries.
- Enter, process, and close won Salesforce (SFDC) projects for an increase in business or a new product for existing customers.
- Increase company revenue within current assigned customer base.
- Participate within a TPI 3 team.
- Provide Voice of Customer (VOC) feedback within the project(s).
- Participate in self-development training.
- A high school diploma or equivalent and 3 years of professional Customer Service experience in a manufacturing, logistics, or distribution environment.
- Previous experience with Salesforce and/or IQMS.
- Familiarity with the Plastics Industry.
- A high level of interpersonal and communication skills to work across functional and organizational lines as well as communicate to external customers and constituents.
- Comfortable with the use of computers and other electronic media including an understanding of Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems.
- Ability to organize and prioritize work to meet strict deadlines.