What are the responsibilities and job description for the Customer Service Representative (Central Region) position at Essentra?
Essentra is a leading provider of essential components and solutions. Every day we produce and distribute millions of small but essential products. Our international network extends to 28 countries, with headquarters in the United Kingdom and includes 14 manufacturing facilities, 24 distribution centers and 33 sales & service centers. At the center of everything is our purpose, to responsibly provide the products and services our customers need to succeed. Put simply, our purpose is why we exist as a company. Many companies claim to be changing the world; we don’t. But we do make a powerful difference to our customers. We make it work. Every one of us. Every day.
We are currently hiring a Customer Service Representative for our Flippin, AR location. The Customer Service Representative will be responsible for the handling of incoming orders via email or over the phone and respond to customers’ basic inquiries as they gain experience with the company's products and services. The CSR will be expected to deliver a ‘Hassle Free’ experience to our customers on day-to-day basis. This is a hybrid job that will require working onsite 3 days per week.
Typical Job Responsibilities:
Process orders, process blanket orders, and release schedules in order entry system.- Review orders for availability, accuracy and pricing.
- Inform customers of shipping date and any possible delays.
- Answer customer phone calls and make outbound calls to customers for questions on orders, account, etc.
- Process standard quotes, working with other team members as needed.
- Respond to customer requests for invoices, shipping documents, and similar requests.
- Communicate clearly over the phone and via email and exemplify strong teamwork both internally & externally.
- Cooperate with other members of the team to meet customers’ needs.
- Maintain the highest standard of safety in the office and hold others to the same standard.
- Identify and assess customers’ needs to achieve satisfaction.
- Respond to customer inquiries within a prompt time frame.
- Meet daily metrics set for the CSR team in terms of calls taken
- Perform related job duties as assigned and required.
Qualifications:
High school diploma and at least 1 year of related work experience in an office setting; experience working for a manufacturer of industrial products is a plus.- Ability to respond promptly to all customer inquiries.
- Problem-solving skills.
- Basic to mid-level math and analytical skills.
- Proficient in Microsoft Office (Outlook, Excel, Outlook, Teams, and Word).
- Handle customer service inquiries with a sense of urgency.
- Must act with openness, honesty, and integrity.
- Must be detail oriented and accurate.
- Must have strong verbal and written communication skills.
- Must be patient, empathetic and be able to put oneself in the customers’ shoes.
- Must be a positive thinker/team player and have strong collaboration skills.
What We Offer:
This job offers a competitive hourly pay rate, bonus target, full benefits package, and generous paid time off.
Benefits:
Health Insurance, 401K Plan, Vacation & Paid Time Off