Customer Service Representative

IDEAL TRIDON

We are the global leader in worm gear, t-bolt, band, strut, specialty clamps, hose supports, conduit, fastening solutions, fittings, and couplings. Our products meet the highest standards demanded by global customers. A commitment to service and dedication to quality drives us each day. While billions of Ideal Tridon products have sealed critical connections for our customers, we continue to push the boundaries of innovative design. Our legacy and proven capabilities ensure that we are well positioned to support new applications and emerging markets. At Ideal Tridon, whether it is the performance of our products or the responsiveness of our service, connections are at the heart of what we do.

POSITION SUMMARY

We are looking for a high-energy, multi-tasker, customer-oriented service representative with experience working in a fast-paced manufacturing environment. The customer service representative (CSR) will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. This person will also work closely with the Production Scheduler to determine new ship dates for Customers. The selected individual must be a natural problem solver, confident at troubleshooting and utilize investigative skills to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

RESPONSIBILITIES

• Manage large amounts of incoming calls
• Generate sales leads
• Work closely with the Production Scheduler to determine new ship dates for customers
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
• Frequently walking and communicating with warehouse
• Updating data from ERP System

JOB REQUIREMENTS

• Proven customer support experience or experience as a client service representative
• Track record of over-achieving quotas
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer-oriented and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• Proficient in Excel & creating spreadsheets
• Ability to learn and retain knowledge about our products and components
• Understand lead times to create new ship dates
• High energy & multitasker as must
• Enjoys working in a fast-paced manufacturing environment

EDUCATION AND EXPERIENCE REQUIREMENTS

High school diploma or GED

Must pass Basic Skills Test as required by ISO

Proficiency with Windows - Word, Excel and Outlook

Strong desire to achieve and maintain a high level of customer satisfaction

Excellent phone skills

2 years customer service experience

10-Key experience

Good written and communication skills

Minimum 2 years of Team Lead experience, leading teams, or groups of people

Minimum 2 years of production experience

Knowledge of manufacturing processes

Demonstrated ability to direct and guide team members

Must have reliable transportation

WORK ENVIRONMENT:

Factory Setting with Noise, sometimes uncontrolled temperatures.

Benefits:

• 401(k) matching
• Medical, Dental, Vision insurance
• Employee assistance program
• Flexible Spending Account
• Health Savings Account
• Life insurance
• Paid time off/Sick time off
• Referral program
• Tuition reimbursement

EEOC STATEMENT

Ideal-Tridon is an Equal Opportunity Employer. Any recruitment, selection, promotion, transfer, discipline, compensation, training, and other personal actions involving persons in all job titles shall occur regardless of race, veteran/military status, color, disability, religion, age, national origin, genetic information, sex, and any other characteristic protected by law.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

The ideal candidate must be able to complete all physical requirements of the job without reasonable accommodation as you will frequently walk, use hands and fingers to handle or feel, operate, activate, inspect, place, detect, position, grasp or squeeze, stoop, kneel, crunch or crow, climb, talk/hear to communicate, detect, converse with discern, convey, exchange information; see to detect, distinguish, identify, inspect, estimate. Perform frequent repetitive movement, lifting, pushing, and pulling; up to 70 lbs., drive vehicles and operate equipment. This position requires assistance from coworkers when handling heavier items since Load pallets and skids may be up to 35-feet long and weight up to 200 lbs. Must wear required hearing and/or eye protection.

PERSONAL PROTECTIVE EQUIPMENT:

Covered toe shoes/safety glasses

NOTE:

All duties and responsibilities are essential functions and requirements and are subject to modification to accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.